HomeComplaintsEuropa Casino - Player’s struggling to complete KYC verification.

Europa Casino - Player’s struggling to complete KYC verification.

Amount: €700

Europa Casino
Safety Index:Very high
Submitted: 17 Oct 2020 | Case closed : 01 Nov 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

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.

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4 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:
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4 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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4 years ago

Dear Chris,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

 

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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