Giant Wins Casino - Player’s struggling to complete the account verification.

Dear Aimee,

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.

Do I understand correctly that verifying the mobile statement seems to be the only obstacle standing between you and your winnings? Which payment method you have opted for to deposit funds into your account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi yes it is my mobile bill they kept refusing but verified it weeks back but still refused to open my account and winnings would want in bank account. which is verified and i already deposited off my registered bank card. kind regards

Which payment method you have opted for to deposit funds into your account? Did you pay in through your phone?

phone and bank account both options kind regards

Did you deposit any funds through your phone since the mobile statement has been verified previously?

no as they locked my hole account down prior to making my deposite of my bank card so i could ge my winnings out they said i had to top up off my bank card then i could withdraw but blocked me since that

Thank you very much, Aimee, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.

Thankyou for your time and help kind regards

Hello Aimee,

I have reviewed your case and will now contact the casino to see if I can help.

thankyou

hi was wondering if there was any news now they was asking me for my marriage certificate ? to which i have sent to them and no message back since kind regards

Hello Aimee,

Thank you for the update. There has so far been no response, when the timer expires I will try to contact them once again.

We would like to ask Giant Wins 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Aimee,

I have tried to contact the casino repeatedly but without success. I’m afraid there is not much that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I have checked the casino's website and they list eCOGRA as an alternative dispute resolution service. I recommend you contact them here: www.ecogra.org/ata/dispute.php and submit a complaint to them. Please let me know if you need help with this or how they responded (adam.m@casino.guru).

I wish I could be of more help.

Best regards,

Adam