The player from Germany has submitted all the required documents for KYC. Unfortunately, the verification is still pending. We rejected the complaint because the player didn't respond to our messages and questions.
Europa Casino - Player’s struggling to complete KYC verification.
Amount: €700
Europa Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello,
I signed up at Europa Casino
The casino does not accept my documents.
I have uploaded an ID card and another proof of my address.
Europa Casino does not want to accept the account statement because there is no company logo on it.
Only the bank name is listed there.
I then uploaded a receipt from the health insurance company, my bank card also the driver's license, a letter from the office on eligibility and an information letter from my employer.
EuropaCasino does not accept these letters.
I've never seen anything like it.
What should I do for the casino to verify my account?
I asked the Maiö to confirm my email at least 10 times until I received it. The casino always told me that the Maiö had been sent and that you had to get it in the Spam Prener.
But it wasn't there.
Please help me.
Thank you
Automatic translation:
Public
Public
3 years ago
Dear Chris,
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 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? Lastly, please forward all the relevant communication to petronela.k@casino.guru.
Thank you in advance for your reply.
Best regards,
Petronela
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