CryptoBoss Casino - Player's account has been blocked due to verification.

Hello, i have made desposit to this Cryptoboss Casino on 11 december. Deposit was with bonus. I got lucky and hit quite big win. Fulfilled all wager requirements. And then i have not entered account for week as i was busy. Then i tried to enter it, and i found out that my account was blocked until verification. I have send all requested documents. Can we please invite casino to find out what is the problem.

Dear amivoler, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Please advise which documents you have already provided and when exactly you sent the last one. Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Hello Veronika!

I have sent them my photo of passport and selfie with passport right after they requested it. It was on 17 December 12:35 (UTC+3).

I understand that KYC process is very important. The moment that i am worried about is that my account is blocked now, and i have no access to it.

Best regards,

Ekaterina

As you suggested in your first message, your account is blocked temporarily until your verification is approved.

Could you please tell me if any of your documents have been accepted by the casino yet? Have you received any updates from customer support regarding your verification? Please let me know so that we can proceed with the investigation of your case. Also, if you have any relevant communication between you and the casino, kindly forward it to veronika.l@casino.guru. Alternatively, you may post screenshots here.

Hello, i have passed video verification. And got all my winnings. You can close complaint.

Thank you casino.guru and cryptoboss casino

Dear amivoler,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru