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

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

Amount: €4,000

GratoWin Casino
Safety Index:Below average
Submitted: 13 Feb 2022 | Case closed : 28 Feb 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Portugal is experiencing difficulties withdrawing his winnings due to ongoing verification of the payment method. We rejected the complaint because the player didn't respond to our messages and questions.

Public
Public
2 years ago
Translation

I've already talked to them and insisted but it's still being resolved, because the bank says they can't send proof of ownership of the virtual card I managed.

Automatic translation:
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Public
2 years ago

Dear Filipe,

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 payment method seems to be the only obstacle standing between you and your winnings?


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

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2 years ago

Dear Filipe,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Public
2 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 


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