Liberty Slots Casino - Pelaajan kotiutusprosessi on keskeytetty keskeneräisen vahvistuksen vuoksi.

Dear jennyvicereich, 

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 when exactly did you send the last identity document to the casino?

Have you provided all the required documents as soon as possible and in the correct format? 

Has the casino approved any of your documents yet?

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, 

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Yes I sent clear copy of my id and my cash app statement with current address I have not heard anything

Could you please specify when exactly you sent these documents? The casino's security department may take several working days to verify your account.

On Mon, Apr 15, 2024, 1:59 PM is when i sent the first copies of my documents that they asked for.

Thank you for the information. Have any of your identity documents been approved by the casino yet, or are you still waiting for their response?

Not yet

Thank you very much, jennyvicereich, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear jennyvicereich, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Liberty Slots Casino representative to join this conversation. 

Dear Liberty Slots Casino, could you please provide more information about this case? 

Looking forward to your reply.

Good Day,

I do hope all is well you all.

I also understand how frustrating this process can be, however it is usually a one time procedure necessary to protect all players and also the casino from instances related to fraud especially. This is also a process carried out by all casinos.

I reviewed this issue with our Risk department. We are sincerely trying to help and get this issue resolved. 

Risk has been in touch with Jennyvicereich several times since the 16th. The issue is that Jennyvicereich is recently divorced. Her documents reflect ID name mismatch, address mismatch and also some documents cropped. The player had her last name changed, and also several address changes which is conflicting with the information registered on her account. It seems Jennyvicereich does not have any document with her present address. Jennyvicereich also presented a marriage certificate, and not a divorce certificate.

If Jennyvicereich could send our Risk dpt. her divorce certificate and a document reflecting her present address, her documents would be verified. This has been communicated to Jennyvicereich.

We are always more than happy to assist. However, we do need these documents in order to proceed.  

Best regards,

Dylan

Thank you Liberty Slots Casino for your reply.

Dear jennyvicereich, 

will you be able to provide the documents mentioned above, please?

Please understand, that know your customer (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. 

jennyvicereich, please let us know whether the required paperwork was sent accordingly. 

Dear jennyvicereich,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Resolved

Thank you, jennyvicereich, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.