The player from French Guiana faced delays in the document verification process and received no response regarding their account verification, which led to a loss of trust in the casino. They felt discouraged about recovering their funds. The issue was resolved when the player's account was verified and the winnings were credited to their account.
DelOro Casino - Player's document verification is delayed.
Amount: €1,700
DelOro Casino
Safety Index:HighSafety Index
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8.1
DelOro Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
The casino is delaying the document verification process, and there's no response regarding the verification of my account. Instead, the live chat just advises me to keep playing because the RTP is supposedly high. This is a very untrustworthy casino, and I've already given up on getting my money back.
Automatic translation:
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2 months ago
Dear Kevbo1337,
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 are able to 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.
- Could you 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,
Kristina
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2 months ago
Translation
Hello, I submitted the documents that can only be uploaded on the casino website, which were a selfie and one page of my ID, because you can't upload both sides, you can only upload one file with the ID. This was 50 hours ago and nothing has happened since then.
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2 months ago
Translation
Account has been verified! Money has also been credited to my account you can close the case as solved
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2 months ago
Dear Kevbo1337,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
