Yes, they have to provide evidence. I already asked 3/4 times in the last 2 weeks and they completely ignored it. And with the verification they litterly LIED because they said this:
And when i confronted Kycaid their response was this:
After this i confronted the casino and again i was completely ignored.
If I may add an opinion, I would not expect the casino to communicate with you directly outside the complaint steps; casinos generally avoid this.
In my opinion, casinos prefer to place the responsibility for KYC performed by a separate provider on that provider, but the casino always has the final say. That's what I was told, for example.
In any case, the Safety Index is somewhere in between so I hope there is a chance for a fair outcome.
That is correct but as you can see i was verified and then i was SUDDENLY unverified and they say that KYCAID did this. However only the casino could do that so i don't understand why they say that they did not do this. We will see with the complained how it end because i got more then 10 issues that is not correct from their side with proof. I checked als other complaines and they react faster than i'm waiting right now. It looks very bad for them in my opinion.
I'm not familiar with the details, but based on what you told us here, it seems that the casino may have somehow changed its previous decision to align with the recommendation from the other company. I know how it sounds, and I understand what you are saying. It is better to see how the casino representative will explain the complaint. Not convenient, no doubt about it!
I got some details right now. The casino replied to the case and it RIGGED as hell. They still did not give any details that we asked more then 5 times right now + what they are saying is not even possible!
This is just a fraud not to pay my 4.160 EUR that i won fair!
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