Instant Casino - Player’s card deletion request is denied.

Hello, I have requested the casino to delete one of the cards I used to make a deposit, as I have now closed that card. It's a virtual card issued by Klarna Bank. The casino refuses to delete it because they require a bank statement from Klarna Bank to prove that the card belongs to me. I spoke with Klarna Bank today, and they cannot provide such a statement in PDF form because it is a virtual card. They referred me to the Klarna app where I can see the card details, transactions, and purchases. I have attached to the casino both the transaction receipts from Klarna that went to them (although my card details do not appear in the transaction). I have also provided my virtual card number with the important digits blurred out as one should. The casino has still denied these proofs of ownership. Klarna Bank cannot provide me with more information that the casino is asking for. I have played at other casinos without a Swedish license, and these details have always been accepted by KYC when requested. I do not have a solution for this, and the casino does not seem to care about either the proofs of deposit or the images of my virtual card.

Dear Kroul91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• What was the reason for the casino's refusal to accept the evidence?
• Could you please share your communication with the casino regarding the virtual? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hi, the matter was resolved for an unclear reason. The card has been deleted according to my wishes.

the reason was that they didn't want to accept either a picture of my virtual card or proof of deposit. They wanted a document with my name and card details, which could not be done on my virtual card. All information about the virtual card was only available through the app. But this is solved now thanks.

Dear Kroul91,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Dominika 

Casino.Guru