Futuriti Casino - Player’s account has been blocked.

I played in this casino in January. When requested I sent the documents to verify my account but casino did not accept my selfie. I made another photo and sent it again but obviously it was not good enough as well. After casino just closed my account and returned my deposit. They did not give me another chance to send one more photo and did not explain what was wrong with mine. In my opinion my photos were good enough. They told me only that my documents do not meet the requirements. Even if this is so, why didn't they allow me to send a better document. They took this decision in less than a week. This is not fair.

Dear Toper,

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.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please forward any relevant communication to petronela.k@casino.guru. Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay?

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,

Petronela

I forwarded all emails to your email. You can check what casino requested and what photos I sent. Casino requested card photos but I deposited with Skrill and sent Skrill screenshot. I was not able to forward it as 1 email and had to forward some emails a couple of times. As you can see there was no delay in sending the documents.

Thank you very much, Toper, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Toper,

From now on, I’ll be taking care of your complaint. I’ll contact the casino and see if I can help.

I would like to invite Futuriti Casino to join this conversation.

Dear Futuriti Casino,

Can you please explain in detail the reasoning behind your decision in this case? You can forward any additional information to my e-mail andrej.p@casino.guru.

We would like to ask Futuriti 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’.

Dear Toper,

Unfortunately, the casino representatives are unresponsive. This wasn't unexpected as the casino has been closed since February 2021. Since we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but at least other players can read about your experience in our review.

Anyhow, there’s still the option to contact the casino’s Licensing Authority (Curacao Antillephone). I would strongly recommend you do so.

Please let me know if you decide to contact the authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.