The player from Germany has provided many documents, but the casino refuses to verify his identity. The player confirmed that he managed to pass the verification.
Evospin Casino - Player is struggling to verify his account.
Amount: €1,400
Evospin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
The casino refuses to verify. For my part, the ID card was sent legible on both sides. then I should hold my ID in front of a sheet of paper and my hand could be completely seen as a selfie. Rejected ... I am not allowed to take a blank sheet of paper, only a checkered or lined one. So sent again. An excerpt of the payment via bank as a screenshot, a current vehicle contribution invoice, driver's license, an account statement for the last 14 days, an extract from a current booking in the state of NRW sent to my account with the name and address and account number given. Everything refused ... (things like driver's license are on hold because nobody looks at them). Please send me a bank statement with my full address and name on it. At my online bank, only my name and account number are on the extract. An electricity bill is not accepted because the energy contract through my wife is registered here in the house. I told them everything. Without an extract from my account on which my full address and name could be seen, the payment would continue to be refused. That can't be serious. They know exactly that the complete address is not shown in the online excerpt. Deposits by any method are welcome anytime, anywhere. When paying out, it seems that every means is being fought to prevent this.
Automatic translation:
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2 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players, and this casino seems to have a strict verification process.
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru (or you can post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
After countless attempts and repeated complaints in the chat, my verification was finally carried out. I could also pay out afterwards. You can close the case. It is best to verify it directly before playing. Until that is done, you don't feel like it anymore ... 😂 Saves a lot of trouble. Thank you for the support 👍🏻
Automatic translation:
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2 years ago
Awesome news, Stefan. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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