The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing verification. We’ve rejected this complaint as per the player’s explicit request.
Fantasino Casino - Player’s struggling to complete the account verification.
Amount: €70
Fantasino 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.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Has been fully verified at this casino to date. Deposit and withdrawal methods were also verified and quite a few have already taken place. My identity card has expired as it is the case, of course I have an officially issued and above all valid identity card which is of course an officially valid document in Germany and in the legal code where I can use IDs anywhere. Instead, the casino would prefer to see the plastic card, which can take up to 3 weeks and due to Corona longer until it is ready. This is exactly why there is such an official document. Even flying and at the airport and the highest court I can use it to identify myself. Unfortunately, the casino does not give any good reasons why they do not accept this. As I said in the code of law, it is also anchored that it is a completely normal valid official document. Everything else was already verified so only the ID that I have already sent to the casino. You do not want to accept this, so I kindly ask Casino Guru for help.
Automatic translation:
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2 years ago
Dear dodo123,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that providing a picture ID seems to be the obstacle standing between you and your winnings? Do you have another picture ID (such as passport or a driving license)?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Dear dodo123,
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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