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Hello,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one? 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,

Attila

Hello Attila,

I understand that KYC is important, and I am not questioning its necessity in any way. However, in this case the process is taking an unreasonably long time. Furthermore, the casino is not addressing or responding to the arguments and concerns I have raised.

I was asked to upload verification documents on May 25, which I did on the same day. I uploaded a bank statement from Revolut.

The document was subsequently rejected because the transaction date did not match. However, I explained that Revolut displays the settlement/posting date of the transaction, which in this case is May 24 instead of May 23. I also provided the transaction authorization code visible on the bank statement and requested that the transaction be verified based on this information, but I did not receive any response regarding this matter.

On May 28, I received an email requesting that I send the PDF attachments I had previously mentioned. I then provided both the transaction statement from the Revolut application and a more detailed statement that I had requested directly from Revolut, which clearly shows the deposit details.

I submitted these documents to the casino, and since then I have not received any relevant response via email. Furthermore, I received contradictory information from live support: on one day I was told that the documents had been rejected, while the next day I was told that the verification team had not even received the email.

Since yesterday, I have been asked to provide a single screenshot showing my name, the transaction, and the transaction date. I am able to provide such a screenshot. However, for the reasons explained above, the date shown on the Revolut statement is May 24 rather than May 23, and a document showing this date has already been rejected previously.

Additionally, I do not understand why this discrepancy remains an issue, as my last deposit to casino was made on May 23. Therefore, it would be impossible for a transaction dated May 24 to represent any other deposit.

Thanks for your support in advance.

Best regards,

[Redacted]

Hello Attila,

Today was my account verified so this case is no more relevant.

Regards,

[Redacted]

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear STRIGSSON14,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila