The player from Brazil had been unable to access any slot games in the casino because her account was suspended due to document verification issues. She had confirmed that she hadn't violated any casino rules. The issue had been related to the casino's Know Your Customer (KYC) process, which was essential to ensure money was sent to the rightful owner. After she submitted her documents and proof of residence for approval, the issue had been resolved and she had regained access to her account. We subsequently closed the complaint as 'resolved'.
Europa Casino - Player's account suspended due to verification issues.
Amount: 1,000 R$
Europa Casino
Safety Index:Very highSafety Index
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9.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
I can't play any slots and it says that my account has been suspended and my documents have not yet been verified.
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6 months ago
Dear camilamaier17,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
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,
Petronela
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6 months ago
Translation
It's been a day but I can't talk to support or play the slots my account has been suspended but I haven't violated any casino rules or conditions
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6 months ago
Translation
Everything is fine, they didn't let me play until the documents and proof of residence were approved. Now everything has been resolved.
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, camilamaier17, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
