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I made a deposit on the 16th of December for $10 CAD and my account was immediately locked because of a mismatch on the name attached to the e-transfer. This is odd because its only the nickname i gave it that everyone sees when i send them an e-transfer and i had made several deposits before this with the same details. I have now verified my id my address and my account details for my bank, but as of this moment they have not unlocked it and i have sent them all required docs. They have verified my deposits and my bank account but are now asking for the same deposit info to be verified again. It has been well over two weeks and have had nothing but snarky staff and vague answers. I would like to know why my account is still locked i have a list of all the docs i have sent in and this is now beyond ridiculous and very unprofessional.

Dear St3v13b,

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.

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

I have sent in documents almost every day and if you look through all the chat convo's i have asked for the specific reasons as to why the docs were rejected. I have complied in every way, and even though my account verification items state "verified", they still ask to send the same documents over and over,. My ID is approved, bank deposits, address, and bank accounts, all verified. I haver sent all e-transfer confirmation emails, and even sent in all my transaction for the month of December. I am appreciative to the fact that they take it serious, but it is clear there is something else at play here that they are not communicating.

Thank you very much, St3v13b, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello St3v13b,

I looked at your complaint and will do my best to help you. I would like to invite Caxino Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

Dear St3v13b and Gasino.Guru team,

Thank you for inviting us to this conversation, I hope you're well. My name is Sebastian and I will be looking into & assisting with the matter.

After looking into the process, I am able give this summary of what has happened. Please note that the user account has been open again since 29/12/2020 and the customer has been able to log in multiple times afterwards, so the case appears has been resolved by now, as far as I understand. This summary is intended to provide clarity and peace of mind.

We requested KYC from the customer in the form of ID, Proof of Address and Proof of Deposit showing the deposit made on 18/12/2020 as there was a name mismatch in our system, this was requested on 19/12/2020. On the same day we had to reject a picture of ID which had some of its details covered, and Proof of Address for being too old to be valid by our standards. The proof of deposit had not been received at this point.

On 20/12/2020, the next ID had to be rejected, as the picture was blurry. New Proof of address was left pending until we received an explanation for the address mismatch we noticed on it. The bank statement sent in as Proof of Deposit was rejected due to the account holder's name not being visible. At this point ID, explanation for address mismatch in Proof of Address and Proof of Deposit for the deposit made on 18/12/2020 are still required.

On 22/12/2020 We received the same blurry photo of ID which we had already rejected, it was rejected again. We also rejected a bank statement, as it did not show the deposit made on 18/12/2020 as requested. At this point no explanation for address mismatch has been received.

On 23/12/2020 we received a valid picture of ID and a good explanation for address mismatch and were therefore able to approve the ID and Proof of Address. The bank statement received, however, did not contain the requested transaction information and was too unclear to be read properly, so it had to be rejected and re-requested.

On 24/12/2020 we had to reject Proof of Deposit, as it did not show the requested deposit.

On 25/12/2020 we had to reject Proof of Deposit, as it was a November statement and did not contain the deposit from 18/12/2020.

On 28/12/2020 we had to again reject a Proof of Deposit document, as it did not show the account holder's name and bank account details. At this stage we also noticed that the user had opened another account on Caxino earlier (which is a breach of our Terms and Conditions) and requested explanation as to why he did that, so we needed both the Proof of Deposit and an explanation for opening multiple accounts in order to verify the user and reopen the account.

On 29/12/2020 we received a valid Proof of Deposit and approved it, then later that day received an explanation and approved it. The KYC process was finished and account reopened. Hopefully this explanation helped.

I would like to use the chance to reassure that none of this was done in bad spirit nor was our intent ever to cause any undue effort or inconvenience to the player, but as a MGA-compliant casino operator we must be vigilant when it comes to KYC and user details in general.

If there are any further questions regarding the matter, I would be more than happy to answer them here. I wish both St3v13b and the Casino.Guru team a most pleasant weekend.

Sincerely,

Sebastian

Casino Representative

Caxino

Dear St3v13b,

can you confirm that your account was verified and reopened?

Dear St3v13b,

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.

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

The player can reopen this complaint anytime.