The player from Rhineland-Palatinate is experiencing two issues with the casino. First, there is an incorrect deduction of 800 euros from their balance due to a wagering error. Secondly, the casino hasn't reviewed the player's documents for the KYC process.
Gangsta Casino - Player struggles with miscalculations and KYC verification delay.
Amount: €9,000
Gangsta Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for player to reply
0d -14h -31m -37s
Case summary
14 hours ago
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2 weeks ago
Translation
Good Day,
Unfortunately, I have two complaints:
- The casino has imposed a wager on the deposit (x3). I have already rolled over my last deposit of 800.00 (2400 wager) with nearly 7000 euros. I have informed the casino, and I was told there was an error that would be corrected, but sadly nothing has happened and the 800.00 euros are currently still being deducted from my balance of 9000.00 euros.
- Regrettably, I can't seem to successfully complete my KYC as the casino has not reviewed my documents for days...
I request your assistance.
Best Regards
Automatic translation:
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2 weeks ago
Dear teenagemutants808,
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.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Which games have you played in order to achieve the necessary wagering requirement for your deposit?
- When was the last time you were in contact with casino support and what did you discuss?
- Do I understand correctly the casino deducted the deposit from the amount of winnings?
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,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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2 weeks ago
Translation
Good day,
I have submitted the following documents:
- passport
- Selfie with passport
- Proof of address (bank statement)
transmitted on 18.04.2023
I played slots.
last contact 19.04. I was told that they cannot tell me when my KYC will be processed and not even
a rough time is given because we don't know.
My problem with the wager could not be solved and would have to be passed on to another department.
Exactly the deposit is now deducted from withdrawable winnings
9000.00 but I can only withdraw 8200.00.
Thanks for the help
Automatic translation:
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2 weeks ago
In case your verification is still not complete, please share your communication with the casino regarding the issue. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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1 week ago
Dear teenagemutants808,
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.
teenagemutants808 has 0d -14h -31m -37s to reply
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