The player from Germany is experiencing difficulties completing the account verification in the casino. The player confirmed the issue was resolved.
Golden Star Casino - Player can’t complete account verification
Amount: €970
Golden Star Casino
Safety Index:Above averageSafety Index
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6.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I can't verify myself, I send all the selfies and the casino keeps coming up with excuses claiming poor quality even though everything is readable.
I need help please
Automatic translation:
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1 year ago
Dear Biancale4,
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.
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
I hope we will be able to help you to resolve this issue as soon as possible. Please let me know if this helped.
Best regards,
Tomas
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1 year ago
Translation
Hello ,
the verification is really done after a long back and forth, the selfie was accepted at some point and then the deposit documents were rejected, then this morning everything was confirmed!
Now I'm curious about the payment, it only says that the request would be processed as quickly as possible. I'm curious how long the process will take!
All in all it is very stressful to go through verification and payout in this account!
I will let you know when the money has been paid out.
thanks
Automatic translation:
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1 year ago
Thanks for the update, Biancale4.
I am glad to hear the verification of your account is complete and the withdrawal is being processed. I am optimistic the transaction will be complete and you'll receive your withdrawal. Please let us know about the result and in case you need any further assistance.
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1 year ago
Translation
Hello ,
Thanks for the support, the complaint can be closed!
I received the money quite quickly, a fee is deducted for bank transfers, all in all the payout went very quickly, only the verification process is very tedious.
Many Thanks
Automatic translation:
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1 year ago
Dear Biancale4,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Tomas
Casino.Guru
