The player from Germany is criticizing the casino for asking additional documents for KYC verification. We rejected the complaint because the player stopped responding to our messages and questions.
Frank Casino - Player’s struggling to complete KYC verification.
Amount: €257,183
Frank Casino
Safety Index:Below averageSafety Index
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5.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Such a fool they have taken so many documents from me Passport copies of my property the apartment completely from the bank the bill insurance electricity everything possible and that is still not enough they always want whatever I will go to a lawyer because this thing is I'm not so happy and I've never seen such a fool so they don't want to pay me € 2,000 by paying in for the 1050 ver
Automatic translation:
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4 years ago
Dear Neslihan,
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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.
If I understood it correctly, from your answers, the casino has closed your account. Can you confirm it? Additionally, please could you advise how much is the disputed amount, as there is a discrepancy between the one mentioned in your first reply and the one completed when filing the complaint. Thank you in advance for your reply. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
The KYC process worked with the documents I submitted at other casino sites. In addition, we only accept a payment of 500 euros but rejected 2000 euros. After I have sent the documents, I receive emails that they are either not readable or not sufficient. In addition, a reason is constantly being sought to refuse my request, such as sending the documents in PDF form. When I did this, I was made aware that the PDF would not be accepted. Contradictory on many points. Unfortunately I don't have any other documents because gas, electricity etc. run over my husband.
Edited
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4 years ago
Thank you very much Neslihan for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hi Neslihan,
Could you please forward emails from the casino to my email address (peter.m@casino.guru) or upload any screenshots of the conversations with the casino regarding the issue here? That would be very helpful.
