The player from Greece had faced difficulties with the verification process, which prevented him from withdrawing his winnings. Despite having provided all requested documents, the casino always found an excuse not to accept them. The player had initially entered his name incorrectly during registration and had attempted to rectify this with the casino. Despite assurances from the casino that the name would be corrected upon receiving the player's documents, the casino later refused to change the data, citing significant differences between the profile data and the documents. The player insisted that he had made the casino aware of the error from the start. The casino maintained that the decision to change data lay with their security department and was not guaranteed. Due to a lack of response from the player to further inquiries, we had to reject the complaint.
Gama Casino - Player struggles with account verification.
Amount: €80
Gama Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
they are trying in every way not to verify me with the result that I can't withdraw my win, I have sent them all the documents they asked for and they always found an excuse not to accept them, I also sent them by email in a higher resolution and they falsely told me that they had not accepted them
Dear Foti,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account 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,
Petronela
hello,
at the beginning of the registration I entered my name incorrectly in the information of the casino page, the page did not allow me to change it and I asked their live chat to change it and they told me to send them the documents for verification and they will change it as well I sent them my identity documents, they rejected them because they didn't say the same name, while they knew that I wrote it wrong and they didn't let me change it, then they asked me for other documents, which I also sent them, and while I sent them what they told me so far and sefli with my ID, they told me that my documents do not have a good resolution (while they did) and that I should resend them to their email and while I sent them they say that they have not received any email and I resent them many times and they told me that they did not they have received them while they were sent normally to the correct email they gave me
Hello!
We have checked the information on your account, our security department has decided to refuse to change your account data, as the data in the profile and the data in the documents do not have similarities.
The casino rules state that when registering an account you need to provide real data, so that in the future you will be able to pass account verification, if necessary.
I told you from the beginning that I wrote my name incorrectly and that your page does not allow me to change it and you change it for me and you replied to me to send the documents with my name and you will change it something you have never done
I also registered this name in the live games of your casino as a nickname and this name was automatically transferred to my profile information
Hello
Your profile is filled out by yourself, data from live games are not transferred to the profile on the site, as in live games you specify data directly on the servers of the game provider.
At registration according to the rules of the project with which you agreed at the registration of the account you should indicate real data when filling out the profile, but you did not do it and a request was passed to the relevant department in order for them to consider the possibility of changing the data. However, after additional verification, the decision was made to refuse to change your data, as it is significantly different from what is specified in the documents.
I had some profit, that's why you refused the change so that I couldn't make a withdrawal, if I had a loss you would have accepted, as I also asked you about the change from the beginning when I realized that I wrote my name incorrectly and you told me that you would change it as soon as I send the documents, you have also told me other excuses for not verifying me, such as that the documents do not have a good analysis (which they have) that you have not received the email with the documents (while I sent it 5 times) which shows your intention not to verify me
Hello!
The request to change account data is made individually for each player. Our security department considers the request and after checking the account makes a decision whether to change the data or refuse to change it. In your case, the data change was refused because the data in the profile and in the documents differ significantly.
The change of data in the profile is made only at the decision of the security department and is not guaranteed.
I asked for the change of my name on your page from the beginning before I won and you replied that it will be done as soon as I send the documents, also the name and surname that I put on your page simply does not have the last letters
Hello!
When you contact the chat, you will be told what is required in order for your request to be considered for a data change, but this does not guarantee a change. Your request is sent to the security department and they will decide whether to change the data or not. In your case, the request was rejected by this department.
At this point, you need to verify the data you provided in your profile when you registered your account.
you're just kidding me, I told you from the beginning to change my profile data, which you never did, and now you're asking me to do things that can't be done just so I can't be verified and can't withdraw my wins
I apologize for the delayed response. Can you provide clarification on the names that were initially registered—both the first and last names—and could you share your actual names for comparison? I'm interested in understanding any disparities. Additionally, please specify when you became aware of the error in the registered names and when you initiated the request for correction. Did you notice the mistake immediately after registration, or was it brought to your attention during a subsequent verification process?
Dear Foti,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
