The player from India had submitted verification documents to the online casino but had faced a delay in the process. Despite the casino's assurance of a 2-day maximum verification time, it had been over 5 days with no access to games or updates from the casino. The player had provided address proof, an Aadhaar card, and a bank statement. However, her account was blocked, and her funds were taken back. We had attempted to help her by requesting more details and extending the timer for her response. However, the player did not respond to our messages, leading to the rejection of her complaint.
Highroller Casino - Player's account validation delayed.
Amount: 6,000 INR
Highroller Casino
Safety Index:Very highSafety Index
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9.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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6 months ago
It was the worst casino site it asked the documents and said it will verify in 2 days maximum and stops all games in casino and nie it more than 5 days and they still don't verify the documents and noy giving any update in that
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6 months ago
Dear abhishek052213,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
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,
Tomas
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6 months ago
I have provided all the documents 5 dyas ago and they said it was verify within 24 to 48 hrs and they still don't verify it
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6 months ago
Which documents the casino requested and which documents have you provided them? Could you please list them here?
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6 months ago
I have given address proof, adhaar card and bank statement all that thing but they block my account and taken all the fund back
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6 months ago
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
