K9Win Casino - Player’s struggling to complete account verification.

Harsh45 is my id

Waiting for kyc process from 21 days

Agents are note replying from may 4

Dear vgvishnu44,

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 you provided documents 21 days ago? Could you please advise which documents you have already provided? 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,

Kristina

Thank you for replying,yes madam/sir

I have submitted documents on the online application and also to the agent.

Thank you for your reply, vgvishnu44. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I had given all the documents on may 2

I.e-25 days ago

Document are aadhar card,selfie with adhar card,bank passbook and selfie with passbook,mobile number and last 3 bets and where I played and what u played.

Thank you very much for your reply, vgvishnu44. Before we contact 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.

Thank you very much, vgvishnu44, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you vgvishnu44 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask K9Win Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Harsh45 is my id

Waiting for kyc process from 02/05/2023

Agents are note replying from may 4 now the agent is reply to wait for a confirmation call from casino team for the kyc process,which i have submitted online and to the agent but still the problem has not been resolved

Now the agent is telling me that I will get my last deposit which is 4000 INR.

When we have won in their application they have to pay us the all the payment we have won ,he is charging me some reasons which are not even related to me ,i request k9 company for the payment process should be done to the players legally.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the PAGCOR Gaming Authority (https://support.pagcor.ph/contact-us.php) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter