The player from Austria was experiencing difficulties with the account verification process which prevented him from withdrawing funds. After he submitted various documents for verification, the casino confirmed that no additional account verification was required at that time. However, the player had to adhere to the daily/weekly withdrawal limit when making a request. Despite our efforts to assist, the player did not respond to our inquiries, thus we were unable to further investigate the issue. The complaint was subsequently rejected.
Gama Casino - Player struggles with account verification.
Amount: €400
Gama Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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11 months ago
Translation
I'm just being given the run-around with this verification process and have no idea what they really want from me. I want
Automatic translation:
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11 months ago
Dear Nvm1991,
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.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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11 months ago
Translation
selfie with driving license was accepted
I first sent an A1 bill to my place of residence/address, it was rejected, then my electricity bill was accepted
and then my driving license was accepted individually
and now they want a government document with place of residence but don't know what to send...
Automatic translation:
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11 months ago
Hello! No additional account verification is required at this time. You can create a withdrawal request, however you are required to create a request for an amount not exceeding the daily/weekly withdrawal limit.
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11 months ago
Hello everyone,
Thank you both for your replies.
Nvm1991, have you already requested the withdrawal as suggested by the casino?
