The player from Bangladesh was unable to pass the KYC verification process despite uploading their NID twice. Support claimed the provided document was incorrect without giving further details, and the player received no proper response to their complaint. After uploading the NID front and back sides as instructed by support, the KYC process was completed successfully, and the player managed to withdraw his winnings. The complaint was marked as resolved.
Elon Casino - Player’s KYC verification is delayed.
Resolved
Our verdict
Case closed
Amount: ৳10,000
Elon Casino
Safety Index:Below averageCase summary
Discussion
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1 year ago
Translation
I am currently really frustrated with this site. I have already tried to pass KYC twice and uploaded my documents both times. I keep getting messages from support stating that the "provided document is incorrect." I reached out to support, but they only give me this reason without any additional details. I have also written a complaint about this, but I haven't received a proper response. Can someone please help me with this? I am uploading my NID, but it's still not working. I need to resolve this quickly.
Automatic translation:
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1 year ago
Dear leblanclem7,
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.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- What documents did the casino request for verification? Have you submitted the documents 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,
Tomas
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1 year ago
Translation
I uploaded my document a week ago, with my first name and last name and date of birth. My NID and selfie were attached to the document.
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1 year ago
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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1 year ago
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Their support contacted me. They told me I have to upload NID front and back side. I have uploaded as they said.
I am waiting for my document to be verified.
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1 year ago
Was the verification of your document successful this time? Were you able to withdraw your winnings?
If your issue persists, please share your communication of your attempts to resolve the issue with support. Send the information to my email at [email protected]
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1 year ago
Translation
Yes, I completed the KYC process and managed to withdraw. Thank you, sir.
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1 year ago
Dear leblanclem7,
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,
Tomas
Casino.Guru
