Playerz Casino - Pelaajalla on vaikeuksia läpäistä KYC.

The casino has asked for documents to be reviewed which I have all submitted. Now don't reply to email and live chat doesn't work.

Kasino on pyytänyt dokumentteja tarkistettavaksi jotka olen kaikki lähettänyt. Nyt eivät vastaa sähköpostiin ja live chat ei toimi.

Dear Jere,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few business days to collect and review all provided documents.

Which documents have you already provided and when exactly, please?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

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

So I have sent an address confirmation, proof of identity, bank statements and pay slips for 3 months. Everything they have asked for. About a week later I sent the first and now on Sunday bank statements and payslips. Now no one will reply to emails anymore and live chat will not work.

Olen siis lähettänyt osoitteen vahvistuksen, henkilöllisyystodistukse, tiliotteet ja palkkakuitit 3kk ajalta. Kaiken mitä he ovat pyytäneet. Noin viikko siyten ensimmäiset lähetin ja nyt sunnuntaina tiliotteet ja palkkakuitit. Nyt kukaan ei enää vastaa sähköposteihin ja live chat ei toimi.

Thank you for your reply, Jere. In this case, I would recommend that we wait for a little bit longer. I will set the timer for additional 7 days, and if there is no development by the end of this time frame, we will intervene. Please, keep us updated in the meantime.

5 days gone. According to Chat, this is a Source of Income inspection. KYC completed earlier.

5 päivää mennyt. Chatin mukaan kyseessä Source of Income tarkastus. KYC suoritettu jo aiemmin.

A week has passed and the documents have not been reviewed.

On kulunut viikko eikä dokumentteja ole tarkistettu.

There hasnt been any progress. Please help me.

Thank you very much Jere for your reply. Do I understand correctly that this was your first withdrawal attempt? Have you accumulated your winnings with or without an active bonus?

This is my first withdrawal at this casino. I have not accepted any bonuses. They say that document processing is congested and therefore takes time. Still too long in my opinion. So there are sister casinos playing with.

Tämä on ensimmäinen kotiutukseni tällä kasinolla. En ole hyväksynyt mitään bonuksia. Sanovat että dokumenttien käsittelyssä on ruuhkaa ja siksi kestää. Siltikin liian kauan minun mielestä. Ovat siis sisarkasinoita pelaa kanssa.

Thank you very much Jere for your cooperation so far. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.

Hello Jere,

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

I have been talking to the live chat for weeks now and every time they say that this case has been escalated to the relevant department and they will contact me shortly. Nothing has happened. When i send an email about this vip agents just say i have to wait.

Hi Jere, 

We are sorry to hear that you are experiencing issues with our Casino. 

Kindly note that we are awaiting an update from the team handling your case. Once they provide us with an update we will contact you accordingly. 

Should you have any queries do not hesitate to contact us, we are more than happy to help. 

Regards,

Playerz Casino Team

It cant take this long

Nothing is happening

I was told that my account would be reviewed one last time this week and yet still nothing is happening. All i have been told that i have to wait. I have been waiting for weeks now.

It has taken over 3 weeks now and still nothing is happening.

We would like to ask the Playerz Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Jere, 

Kindly note we sent you an e-mail earlier today requesting documentation. At your convenience kindly forward the document needed so we can forward it to the team handling your case and try to resolve your issue as swiftly as possible. 

Should you have any queries do not hesitate to contact us, we are more than happy to help.

Regards,

Playerz Casino Team

And again, you ask for more documents and prolong the matter. Why do you require account information from after I have made deposits to your casino. You're just looking for an excuse not to pay my winnings

Ja taas pyydätte lisää dokumentteja ja pitkitätte asiaa. Miksi vaaditte sellaisia tilitietoja jotka on ajalta sen jälkeen kun olen tehnyt talletuksia kasinollenne. Etsitte vain tekosyytä olla maksamatta voittojani

Dear Jere,

follow the Casino's instructions and keep me updated regarding your process, please.

Nothing has happened yet

Dear Jere,

did you send them the requested documentation, right?

Yes. A week ago

Kyllä. Viikko sitten

Dear Casino,

can you give us an update, please?

Hi Jere, 

We are awaiting an imminent update from the team handling your case on Playerz Casino as they are in the final stages of reviewing your documents. The moment they provide us with any type of update we will contact you accordingly. 

We would like to thank you for your continued patience, should you have any queries do not hesitate to contact us. 

Regards,

Playerz Casino Team

Hi Jere, 

We are glad to say that your account has been verified and as a result your Withdrawals have been processed Late yesterday evening and earlier this morning respectively. Kindly note that it can take up to 5 days for the balance to reflect into your account. All account restrictions have been removed also.

We want to congratulate you on your win, best of luck with your future with our casino, and we hope to see you playing with us again 

Regards,

Playerz Casino Team

Dear Jere,

is your account now fully verified, please?

Yes. And i have received my winnings

Dear Jere,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru