K9Win Casino - Player struggles to complete his verification.

Anuanish is my id

Waiting for kyc process from 28 days

I had given all the documents on may 23.

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

,It was all ok with my account until it asked me for kyc. I submitted all my documents and required support. I did it on month of May 23 now its June 20 my account yet not opened

,I contacted with live chat support in telegram, whatsapp. All the time we find the same answer that "please wait team will call you for verification"

I have above ₹1900000 in my account balance

Dear aneeshantony0987,

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.

Could you please advise when exactly did you send the last document needed for verification? Have you provided all the required documents in the correct format? Has the casino requested to make a verification phone call with you?

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,

Veronika

DEAR CASINO GURU

I had given all the documents on may 23

I e-29 days ago

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

Could you please advise if you are able to log into your account?

My account is not opening

Has customer support given you any new information regarding the verification procedure? From the last screenshot you submitted here, it seems that no documents have been uploaded to your profile yet.

Could you please forward the documents you provided the casino with to veronika.l@casino.guru? Thank you.

Already uploaded documents in k9win application kyc verification

Could you please forward the photographs you submitted to the casino to veronika.l@casino.guru? Thank you in advance.

Dear caisno Guru

Please do not share any of my documents. Please open my gaming account. As soon as one month passed, the account said kyc verification and got blocked. please help me sir

We will not share any of your documents. Customers' privacy is of utmost importance to us. We would like to check if the documents meet all the requirements requested by the casino.

Could you please advise if you sent the documents I asked you to my email address? Thank you.

Dear caisno

Please send your email address and I will send the documents to it

My email address is veronika.l@casino.guru.

Dear caisno

I have sent all the documents through mail. Please check and update

Thank you very much, aneeshantony0987, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello aneeshantony0987,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite K9Win Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Hello Tomas

Please Help sir

please help sir after one month my account is blocked. Can you unblock it

Hello Tomas

I sent them all the documents to unblock the account. They even did the video verification call. Even then they don't give account unblock. I am ready to send more documents. Just unblock my account

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.

Dear aneeshantony0987,

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/Philippines Gaming Authority (https://www.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 (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas