The player from Austria is struggling to complete the account verification in the casino. We rejected the complaint because the player stopped responding.
The player from Austria is struggling to complete the account verification in the casino. We rejected the complaint because the player stopped responding.
The player from Austria is struggling to complete the account verification in the casino. We rejected the complaint because the player stopped responding.
Hello,
I won 1000 euros with my deposit and when I paid out I was told to do the KYC.
Good 6 files had to be sent.
1) ID
2) bank card
3) Skrill acc e***at@gmail.com
3.1) Skrill acc at***s@gmail.com
3.2) Neteller acc e***at@gmail.com
4) A selfie with ID and ggbet accountID
Now I had uploaded everything correctly, but no document was accepted from it. But I'm sure that I did everything right and that everything was recognizable.
Then I asked customer support why the documents had not been accepted.
Answers were as follows:
1) All four corners cannot be seen on the ID photo and some information is hidden.
However, all four corners are clearly visible in the photo and I covered the serial number except for two characters because it said so!
2) Collages are not accepted for bank card photos, some info is hidden.
I made a back and front collage because you only uploaded one document. And according to the statement, I have hidden some information correctly! After this answer, the support wrote me (screenshot available) that one page of the card is enough. But the specification says FRONT AND BACK.
3) no information, although everything was clear and uploaded as specified.
4) not specified, although everything was clearly recognizable.
So I don't know what to do, I feel like they're playing with me..
Hallo,
ich mit meiner Einzahlung 1000 Euro gewonnen, und bei der Auszahlung wurde mir gesagt dass ich die KYC machen soll.
Gute 6 Dateien waren zu senden.
1) ID
2) Bankkarte
3) Skrill acc e***at@gmail.com
3.1) Skrill acc at***s@gmail.com
3.2) Neteller acc e***at@gmail.com
4) Ein selfie mit ID und ggbet KontoID
Nun hatte ich alles richtig hochgeladen, aber kein Dokument wurde davon akzeptiert. Ich bin mir aber sicher, dass ich alles richtig gemacht habe und alles erkennbar war.
Dann habe ich diesbezüglich den Kundensupport gefragt warum die Dokumente nicht akzeptiert worden sind.
Antworte waren folgend:
1) Auf dem ID Foto kann man alle vier Ecken nicht erkennen und manche Informationen sind verdeckt.
Jedoch sind alle vier Ecken auf dem Foto deutlich erkennbar und ich habe die Seriennummer bis auf zwei Zeichen verdeckt, weil es in der Angabe stand!
2) Für Bankkarte Fotos werden keine Collages akzeptiert, manche Infos sind verdeckt.
Ich habe ein Collage aus Rück und Vorderseite erstellt, weil man nur ein Dokument hochgeladen habe. Und manche Infos habe ich laut der Angabe richtig verdeckt! Nach dieser Antwort hat mir der Support geschrieben (Screenshot davon vorhanden), dass eine Seite von der Karte reicht. Aber in der Angabe steht VOR UND RÜCKSEITE.
3) keine Angabe, obwohl alles deutlich und, nach Angabe hochgeladen war.
4) keine Angabe, obwohl alles deutlich erkennbar war.
Also ich weiß nicht was ich machen soll, ich fühl mich so als würden sie mit mir spielen..
Dear enesat,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I better understand the situation.
Do I understand correctly that verifying your ID and a bank card is the main obstacle in completing the verification in the casino? Did you make sure there is no glare visible when you took picture of your ID? Could you explain which information you hid in your photo of the bank card?
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
Dear enesat,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I better understand the situation.
Do I understand correctly that verifying your ID and a bank card is the main obstacle in completing the verification in the casino? Did you make sure there is no glare visible when you took picture of your ID? Could you explain which information you hid in your photo of the bank card?
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
1) No, not a single document was accepted.
2) Yes, I paid attention.
3) For the card number and IBAN, I left the first 6 and the last 4 digits open and hidden the rest.
1) Nein, kein einziges Dokument wurde akzeptiert.
2) Ja, ich habe drauf geachtet.
3) Bei Kartennummer und IBAN habe ich die ersten 6 und die letzten 4 Ziffern offen gelassen und den Rest versteckt.
I contacted support about this 2 and 3 days ago and asked why it was not accepted. I was then told they would email me but didn't.
Ich habe diesbezüglich vor 2 und 3 Tagen den Support kontaktiert und gefragt warum es nicht akzeptiert wurde. Mir ist dann gesagt worden, dass sie mie eine Mail schicken werden, aber haben es nicht gemacht..
Dear enesat,
Would you be able to provide us with the documents you provided for the verification? Please, forward them to tomas@casino.guru
Dear enesat,
Would you be able to provide us with the documents you provided for the verification? Please, forward them to tomas@casino.guru
Dear enesat,
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.
Dear enesat,
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.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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