The player from Austria is struggling to complete the KYC. The casino refused to accept his passport. The issue was resolved, the player received his funds.
Emojino Casino - Player’s struggling to verify his account.
Amount: €73
Emojino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
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3 years ago
Translation
Hi there,
I have fulfilled all the wagering requirements for the bonus and now I want to withdraw my remaining 73 euros. At KYC, my passport was rejected for no reason. I have already played in several casinos and each time the photo with my passport was accepted. The support doesn't want to give me any further information on why it fails.
see this mail:
Your ticket is now solved! KYC issue
Martin Thu, 01/07/21 10:23 pm Hello Wolfgang,
Thank you for getting back to us.
We cannot accept your documents due to the security reasons. We cannot disclose any more information.
Thank you for your time.
Regards,
Martin
Emojino Customer Care
So I ask you if you can help me.
VG
wolfgang
Automatic translation:
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3 years ago
Dear Wolfgang,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and clarify how did you find out that your passport was rejected? Did the casino inform you about this fact? From the casino's message, it seems that none of your documents have been accepted.
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina,
that was the mail:
Primary KYC verification failed
12/31/2020 5:43 PM
To woland
Our KYC provider has rejected your application. Please try again and note the following: Provide a clearly cropped picture of your ID photo. Your photo should be bright, clear and free of any signs. Your ID should be valid (not expired) or contact our support team for more details. try again
Automatic translation:
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3 years ago
Thank you very much Wolfgang for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Wolfgang,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Emojino Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hi Peter,
I received the following email today:
Hello Wolfgang,
We approved your KYC so you could withdraw the money from your account. Please log in a request for a withdrawal. Once the withdrawal is approved-your account will be blocked.
Regards,
Martin
Emojino Customer Care
I still don't understand what the problem is and why they are blocking me. But I don't care now either. I got my money today.
Thank you for your help.
VG
wolfgang
Automatic translation:
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3 years ago
Hi Wolfgang,
It is hard to say what the reason for this is. There is absolutely no clue in the casino's statement but I'm glad to hear you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
