The player from Germany has submitted all the required documents for KYC. Unfortunately, the verification was unsuccessful at first try. After successful verification player gets his winnings.
El Royale Casino - Player’s struggling to complete KYC verification.
Amount: $156
El Royale Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I have sent the required documents several times. The withdrawal was never approved. They were also sent back illegible although everything was fine with me. PDF files have to be edited, which is impossible for many. I could, but the files were edited and sent back on the grounds that nothing could be read. The customer tries to keep them busy until he gives up at some point. Always did everything they wanted and then I should do it over and over again.
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3 years ago
Dear Stefan,
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. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Could you please advise how many days ago you have started the verification process? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Dear Stefan,
I have checked your gaming account with the casino representative and have been informed that required documents have been received and accepted back in June. According to casino's T&C after the first deposit the purchase confirmation is required to be conducted over the phone. As the account details haven't been confirmed, the Billing department wasn't able to finalize validation of gaming account and informed the client about it on July 1st via email. In order to complete your account validation - please contact Customer Care anytime as they're available 24/7.
Regards,
El Royale Casino Team
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3 years ago
Thank you very much, El Royale Casino, for your prompt reply.
Stefan, please keep me updated after you’ll contact the Customer Care. I will be waiting for good news patiently.
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3 years ago
Dear Stefan,
Have you contacted the Customer Care? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.
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3 years ago
Translation
Oh, sorry that I didn't answer right away. I now had this call to confirm my identity. That worked, so she said it will now take a few days until the documents are checked again. I just don't hope that it means that the documents will not be accepted again. You've been accepted before, that's right. But in another later email it suddenly said they were not accepted after all. I can only wait now. Apparently they only got mixed up at the time because different people were working on the case. Well, thank you Petronela for the effort.
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3 years ago
Thank you very much, Stefan, for the update. Absolutely no reason to apologize. I will leave this complaint opened until your further confirmation regarding successful account verification.
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3 years ago
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Nothing has changed yet, the withdrawal is still not allowed. She said it'll probably take 2 days. I'll get in touch again if it worked. Here the people from the casino wrote that the documents were accepted and the call for identification was supposedly successful.
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3 years ago
Dear Stefan,
I will set the timer for additional 4 days and if you don’t succeed to withdraw your winnings by then we will intervene. Thank you very much for your patience.
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3 years ago
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OK. I'll get back to you in 3 days. It still doesn't work today. If I contact the casino now, I should definitely send the documents again and it will probably not work anyway. 😒
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3 years ago
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Hello Petronela, the payment is not possible today either and it will certainly not work tomorrow. How can you help me there? Greetings, Stefan
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3 years ago
Thank you very much, Stefan, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Stefan,
I looked at your complaint and will do my best to help you. I would like to invite El Royale Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?
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3 years ago
Dear Stefan,
I have checked your gaming account together with the casino representative and have been informed that account details have indeed been confirmed over the phone, though as the Billing Department hasn't been contacted with an update on the matter, there might have been a short delay. As for now we've received a confirmation that your account is fully set up for withdrawal and you're welcome to request your first payout.
Regards,
El Royale Casino Team
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3 years ago
Translation
Payout was now possible but nothing has arrived yet. I paid out right away, 4, almost 5 days ago. Da stood within 3 days with the selected payment method. It's not really fun like that.
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3 years ago
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All good. Money is there. I am satisfied, thanks for the help. It probably came halfway on time. I read in the information on the homepage that it takes 3 business days. Then it came just in time. Thank you so much!
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3 years ago
Dear Stefan,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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