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Hello! I registered a casino on 06.10.2024 and received a sports welcome bonus. After I fulfilled the bonus requirements, I made a withdrawal request. This request was rejected and the casino restricted access to my account, requesting documents. I sent the documents on 08.10.2024. I received a confirmation that the casino received my documents. But I still can't log in to my account. I have not received any more letters from the casino. In a live chat, agents advise me to be patient, arguing that my documents are still being checked. Please help me!

Dear raghavantodd, 

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 which documents you have already provided and when exactly did you send the last one? Have any of your documents been approved by the casino or do you have no information regarding any of your documents at all?

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

When was the last time you communicated with the casino regarding your verification?

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

I provided all the documents required of me in the correct format, namely my passport, a selfie with my passport and a utility bill. I sent the documents on Tue, Oct 8, 3:51 AM (7 days ago). After that, I had no contact with the casino! I talked about verification in an online chat. The agent told me to be patient. I have no more information!

Thank you for your reply. Since our last communication in this complaint thread, have you received any updates from the casino regarding your verification status? Please let me know.

Yes. I received a notification that my documents have been approved

Fri, Oct 18, 8:57 AM (3 days ago)

I'm glad to hear that! Are you able to log into your account now? Have you submitted any withdrawal requests? Please let me know if there is anything else I can assist you with.

I can't log in to my account right now. I made a withdrawal request on Sun, Oct 6, 1:49 PM.   

Mon, Oct 7, 8:19 PM I received a message that my withdrawal was cancelled. After that I still can't log in to my account.

Have you contacted customer support to inquire why you can't log into your account although your documents have been approved during the KYC procedure? Please forward all the communication that could be relevant to our investigation to my email address at veronika.l@casino.guru. Thank you for your cooperation and I look forward to assisting you further.

Yes. I contacted support after that. I was informed that the account is still under review. I have to wait.

Thank you for the update.

As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. Therefore, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards

Veronika