The player from Portugal was facing issues during the verification process in an online casino. Despite having made a deposit and winning 1800 euros, he was unable to confirm his digital details for withdrawal. He had communicated with the casino, but no documents had been approved due to an error in uploading them. He had also expressed concerns about the casino's legitimacy. Despite our efforts to assist him and extend the complaint timeframe, the player did not respond to our inquiries. As a result, we were unable to further investigate and were forced to reject the complaint.
GoldenPark Casino PT - Player is having problem with account verification process.
Amount: €1,800
GoldenPark Casino PT
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
I just saw your casino advertisement on SIC and created an account. I made a deposit of 10 euros and I am trying to verify my account in order to withdraw the 1800 euros I won. However, I keep getting an error when confirming my digital details. This seems to be an issue with your casino and I would like to withdraw my 1800 euros.
Automatic translation:
Public
Public
3 months ago
Hello Gooniedanaza,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GoldenPark Casino PT. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Hi, I only managed to speak to someone responsible for the casino today and they said they would solve my problem, because no documents have yet been approved because there is an error when uploading them.
. As you can see in the image, the valid formats are JPG, etc., my photos are in JPG, each image is 200kb, which is very little and it still doesn't work... then I looked on the forums and a lot of people say it's a scam and that they do it This is why players can't withdraw their money, that's why I contacted casinoguro to explain my situation, I hope to resolve the problem... if I can't upload my documents, how can they verify my account? ? The problem is there... I created the account less than 24 hours ago but after seeing what happened I went to research the casino and got scared. I hope it gets resolved and changes my mind.
Edited
Automatic translation:
Public
Public
3 months ago
Translation
It's been 48 hours since I spoke to an assistant who told me that everything would be resolved, today he told me that the photos on my citizenship card could not be cropped... When he told me that everything was fine 48 hours before. . anyway
Automatic translation:
Public
Public
3 months ago
Hello Gooniedanaza,
Since when exactly is the whole verification ongoing? Did you forward the new documents since they last rejected them?
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