The player from Sweden had deposited 50,000 SEK at Expekt.se and won up to 77,199 SEK, but the account was temporarily closed for verification and other concerns. Despite completing the verification process, the player waited 10 business days without resolution, feeling that the delays were intentional. The issue was resolved after the player cooperated with the casino, leading to account verification and the payout of winnings to his bank account.
Expekt Casino SE - Player’s account has been closed for verification.
Amount: 77,199 kr
Expekt Casino SE
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Hi, I made a deposit of SEK 50,000 on July 20 on the casino site Expekt.se and after the deposit was approved and completed, I received a message that I needed to verify my account in order to continue using the account, which I then did via Kreditz. You cannot deposit or withdraw while they are verifying. I played a little and won up to SEK 77,199 which is now in my gaming account with them. Every time I ask about verification or my case via their live chat, they always say that they are still working on my case and as soon as there is the slightest update, they will send an email. Have now waited a total of 10 working days and nothing has been resolved. It suspended my account due to there being disturbing comments which I don't understand why and if it is one of their tactics to delay it longer and now their Responsible Gambling team is working on that matter and before it can continue on the matter of verification must be done with the new one. I have lost hope that I will be able to get my money out as these who work there seem unserious and just want to drag it out. I feel hopeless now and am asking you if you can help me! Would be appreciated.
If you want, I can forward all chat transcripts I had with Expekt.se as well as emails I received from them. Also have more print screens but could upload a maximum of 5 here.
Sincerely
Tarik S***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Dear Tani96,
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.
- Could you please advise which documents you have already provided?
- Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
Public
Public
3 months ago
Translation
Hi Kristina,
The document it asked for so far is the one when you log in through Kreditz and give them access to your bank account so it can verify my financial information. I also asked them if that's all the documents I needed to send in and it says via Kreditz that's what we need now and if we require more documents from you we will contact you or that it should be in the email.
Sincerely
Tarik
Automatic translation:
Public
Public
3 months ago
Translation
Can you tell me what documents you have already provided?
As I mentioned earlier, I have provided verification through Kreditz to verify my financial information. I asked them if I need to submit any additional documents, but it says that it is not needed at the moment and if it will be needed, I will be informed about it. This was done & sent in July 20.
Have you provided all the necessary documents as soon as possible and in the correct format?
Yes, I have done that, the document it has required of me so far, which is verification via Kreditz as it says goes automatically, to verify my financial information. This was done & sent in July 20.
Edited
Automatic translation:
Public
Public
2 months ago
Thank you very much for your reply, Tani96. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
2 months ago
Translation
Hi Kristina,
I have now sent all relevant information and communication between me and the casino to your email address kristina.s@casino.guru
Etc
Tarik S***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 months ago
Translation
Hi Kristina,
Update: My account has been verified after much cooperation with the casino and my funds have been paid out to my bank account. The only thing I am now waiting for is to get an answer from the Responsible Gambling department regarding whether my account will be reopened again or what will happen. Just wanted to say that you can close my complaint with you as the matter was resolved with the casino!
Automatic translation:
Public
Public
2 months ago
Dear Tani96,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
