The player from Greece was unable to verify his account because the casino's system did not accept his submitted documents for proof of residence, including a natural gas bill and a bank e-statement. This issue prevented the player from making a withdrawal. The Complaints Team extended the response time for the player but ultimately had to reject the complaint due to a lack of response and communication from him, which hindered further investigation.
Instant Casino - Player's withdrawal is delayed due to verification issues.
Amount: €290
Instant Casino
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5.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
I am trying to verify my account in the designated section of their website, but it won't allow me to upload documents for proof of residence.
I have uploaded both a natural gas bill and a bank e-statement showing my details and my permanent residence, but their system does not accept them, resulting in me being unable to make a withdrawal.
Automatic translation:
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1 month ago
Dear Kostas207,
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.
- Do I understand correctly that verifying your home address seems to be the only issue?
- Have you provided any other documents and have they all been approved?
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,
Kristina
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1 month ago
Translation
I have also submitted my ID which so far seems to be accepted by their system
No one ever replies to emails
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1 month ago
Translation
Unfortunately they keep making fun of me
Their system says I have exceeded the number of attempts to upload documents
Now I have been notified again that it will unlock the system so I have to do the process of uploading the documents all over again
While it basically never accepts the documents it asks you to re-upload the document because it doesn't show clearly
As soon as I do it kicks me out saying I can't upload the same document multiple times unbelievable bullshit
Automatic translation:
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1 month ago
Thank you very much for your reply, Kostas207. Do I understand correctly that you are in regular contact with the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
