The player from Austria is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Gioo Casino - Player’s struggling to complete the account verification.
Amount: €300
Gioo 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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
The casino refuses the verification - a bank document is required which is not available.
A transfer was sent as well as a screenshot of the account, but it is not turned in here. I have never experienced the feeling that this is being blocked on purpose.
Other valid documents are also unnecessarily rejected - ONLY in this casino
Automatic translation:
Public
Public
2 years ago
Dear TinoResch,
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.
Have you been advised what specifically seems to be a problem in verifying your account?
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,
Petronela
Public
Public
2 years ago
Translation
Hello dear Guru team,
After hours of back and forth, it was finally given in and verified.
I got off there straight away after this experience.
Thanks again for your commitment,
Greetings, Tino
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Tino, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
