The player from Montenegro was prompted to provide additional documents for the KYC, even if the account has been verified in the past. Player’s complaint has been resolved successfully.
Gioo Casino - Player is struggling to withdraw their winnings.
Amount: €20
Gioo Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
The casino canceled my payout several times. I verified the account in the past and made a deposit last year. they rejected everything as if it were not clear, although that is not possible.
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2 years ago
Dear peroni,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Do I understand correctly that your account has been previously verified back in March 2021? Please understand that additional verification might be requested as it has been a while ago since you provided the requested documents.
Thank you very much in advance for your reply and cooperation.
Best regards,
Petronela
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2 years ago
Translation
My account was verified in March last year. Yesterday I uploaded 4 times different selfies that they asked for, but each time it was rejected quickly. The pictures are clear, I don't know what they are looking for more.
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2 years ago
If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:
- Do not edit the image in any way
- The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
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2 years ago
Dear peroni,
We have received the following reply from the casino:
"I would like to let you know that the player in question has been asked to upload a selfie with an identity document and a paper that says "Hi, Gioo Casino" and the current date in one hand. As of now, the photos player has uploaded could not be accepted, as they are not congruent with the above mentioned requirements."
Please follow the instructions and keep me informed. Looking forward to hearing from you.
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2 years ago
Translation
Hello. Yesterday I posted a selfie and it was not accepted. I did not post anymore, but after a few hours I received an email that my account was verified, I asked for payment and received it after a couple of hours. Now everything is ok.
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2 years ago
Great news. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, peroni, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
