The player from Finland was experiencing difficulties withdrawing her winnings due to ongoing additional verification. The player was found to have multiple accounts, but was allowed to keep one of these open and continue playing. There was some confusion regarding outsatnding documents for verification, but then the casino looked into the player's account and confirmed that the account had been verified and that all issues were resolved. The player was then able to make their withdrawal and received their payment.
Kolikkopelit Casino - Player’s struggling to complete the account verification.
Amount: €298
Kolikkopelit Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I deposited 300e and I was going to play. Suddenly I made sure to check your account, well I clicked and the address came ok - then I closed, I couldn't log in.
I have been a customer for 10 years.
They received an email that I need to declare my citizenship, go to your game account and make the confirmations required. What are you going to do when I can't get there.
I asked for a refund of the 300e I deposited before I got that - so make sure your address, etc., then I can't get my money.
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2 years ago
Dear tuidux,
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 declaring your citizenship seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Was your account successfully verified in the past?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
That's when I don't know what to call when I can't get to watch my game even if they ask. Go to your game account and make sure what's being asked ???? So which ones ???
Previously all accepted
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2 years ago
Thank you very much, tuidux, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello tuidux,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Kolikkopelit Casino to join the conversation and aid in the resolution of this complaint.
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2 years ago
Hello tuidux,
Thank you for providing extra information. We will await a response from the casino and proceed accordingly.
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2 years ago
Translation
Hi, I read about those other people's problems and many had that the VPN wasn't on.
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2 years ago
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Hi, I don't know if I'm at the time I went to Slots. I noticed a miracle character in the laptop submenu that was that vpn that I then deleted.
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2 years ago
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THIS CASE WILL AFFECT MY GAME A LOT.
This case completely relies on KOLIKKOPELIT.COM
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2 years ago
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Kolikkopelit.com contacted me again to send the information + to make sure my account is NOT accessible
Again I sent all the documents including a screenshot that blocked me, I can't access my account for backups. How long does this take ???
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2 years ago
Hello tuidux,
I am not sure I understand correctly, are you stating that the casino has requested more documents for verification?
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2 years ago
Hello tuidux,
I have made contact with the casino via skype and I am waiting for more information. I will extend the timer and update you here when I know more.
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2 years ago
Dear tuidux,
I have received the following information from the casino:
"We have found out that customer has had multiple accounts on Kolikkopelit, which is against our T&C. However, one of the accounts has now been reopened. For the customer to be able to make a withdrawal, we have requested her to fill out nationality and place of birth, which she can do upon her next login. After this, the customer will be able to make a withdraw normally"
The casino has also mentioned that you haven't attempted to contact customer support regarding this issue and also that you will need to wager your most recent deposit.
Could you please confirm that you now have access to your account?
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2 years ago
Translation
Oh that I haven't been connected ??? What what?? At least 10 different messages have been sent.
As for having many accounts that is NOT the case.
I HAVE BOTH HOW GAME ACCOUNTS WITH NO OTHER.
I'm going to try to log in now !!!!!!!!!!!!! at 17.01
At 17.04 I got to log in but WHY MIRACLE I HAVE TO RETURN MY 300E DEPOSIT WITH NO BONUS ??????????????????????? ?
Picture of messages I have sent more than 20 - Slots 2
HOW CAN THEY SAY YOU HAVE NOT BEEN IN CONNECTION ????????????????????????
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2 years ago
Hello tuidux,
I am sorry but I am struggling to understand from the screenshots what the problem is. Are you able to copy and paste here the error message you are receiving?
Do I understand correctly that you have now wagered the deposit?
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2 years ago
Translation
- YOU MUST CONFIRM YOUR GAME ACCOUNT BEFORE YOU CAN HOME.
THIS IS ABOUT EVERY TIME, EVEN IF I HAVE ALREADY CONFIRMED THAT I ARE FINNISH AND I LIVE IN FINLAND.
FOR OTHERS, THERE IS A GREEN CURTAIN WHICH MEANS THAT ALL DOCUMENTS HAVE ALREADY BEEN APPROVED,
SO I CAN'T GO ANYWHERE TO GO AND DOWNLOAD ANY DOCUMENTS.
Account verified
Thanks for verifying your account. You can now use all the features of the Slot Machine.
Confirmed documents
Authentication of personal information
Confirmed: 14.11.2020
Bank certificate: 01578
Confirmed: 23.11.2020
Verify your identity with your bank ID
Confirmed: 14.11.2020
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2 years ago
Hello tuidux,
Thank you for clarifying, I will contact the casino again and relay the issue to them.
Kind regards,
Adam
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2 years ago
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Kolikkopelit.com -Attention, Get a decent "nerd" out there who knows his job in customer service, maintenance, technology + a hundred others -REAL EXPERT
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2 years ago
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I already made a new complaint when I came to Kolikkopelit.com again to secure my game account for 15 days to do so otherwise the account will be suspended.
What on earth ??????
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2 years ago
Hello tuidux,
Are you stating that the casino has asked you to verify your account again? what exactly have they said?
As you already have this complaint still in progress, there is no need to create a new one. I received a response from the casino to say that they have solved the issue and would send you advice by email. Have you received the email? If so, please forward it to me at adam.m@casino.guru.
Kind regrards,
Adam
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2 years ago
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I have received nothing but that demand.
I dare not even deposit and go play when the aggregator seems to be adding something.
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2 years ago
Hello tuidux,
I have contacted the casino for more information and will update you as soon as I have a reply.
Kind regards,
Adam
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2 years ago
Translation
How long has this been studied now in the so-called month
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2 years ago
Hello tuidux,
I am yet to receive any further response from the casino, I will try to contact them one last time.
We would like to ask Kolikkopelit 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
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Ok, no need to play there when you don't know what to do next.
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2 years ago
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THERE IS NO ANSWER TO Kolikkopelit.com HALOO
IT'S IRRITANT
OVER 1 MONTH NOW GONE AND IT'S NOT CLEAR WHAT'S ROT
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2 years ago
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So now Kolikkopelit.com THE BIG DISADVANTAGES FOR THE CASINO. HAVE NOT CONTACTED ANYTHING, DIDN'T EXPLAIN ANYTHING TO ME.
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2 years ago
Hello tuidux,
I received a message yesterday from the casino stating that they would soon respond. I will keep this complaint open until the end of the day but if there is no response by then it will be closed as 'unresolved' and have a negative effect on the casino's rating.
Kind regards,
Adam
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2 years ago
Hello tuidux,
According to the casino, there should now be no restrictions, blocks, or other issues that prevent you from accessing and using your account normally. All of your documents have been verified and accepted on the 22nd of February 2022. You then received automated emails stating that you should verify your nationality and this block has since been removed on the 4th of March 2022.
At this point, I would suggest checking your account again. If you still find that you have some problems, contact the live chat immediately using this link (https://kolikkopelit-fi.custhelp.com/app/chat/chat_launch) and they should be able to assist you within minutes ( I have checked the link already and it is working).
The casino has stated that they will also be happy to call you in order to help you over the phone if that is more suitable, just tell the live chat and they will arrange a date and time to call you.
Please let me know once you have checked your account and if you manage to make contact with the live chat service.
Kind regards,
Adam
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2 years ago
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I already got to play 4.3 but immediately after that came the same again. Let's see if / when I go to play what's going on. Now I'm still not afraid to make a deposit.
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2 years ago
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AND AGAIN THEY DID IT -Hey Tuija,
We & # 39; re sorry, but we & # 39; re blocking withdrawals, deposits, and gambling with your account.
We have to do this because we did not receive confirmation of the survey on your nationality and country of birth - we need the information because of the gambling regulations.
If you didn’t see our related post, or simply forgot, no worries: you can confirm now.
CAN FUCK
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2 years ago
Hello tuidux,
Did you contact the live chat with the link I posted previously? how did they respond?
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2 years ago
Translation
I took, first of all, that it's easy to go about making a backup from there to your own account from there and from there. And that casinoguru has been involved in this, jtn started looking-I couldn't wait to have more to do - I sent "greetings" - + I left.
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2 years ago
Hello tuidux,
I am not sure I understand correctly, could you please supply the exact response of the live support with regards to this issue?
If you are unable to get assistance from the live chat perhaps it would be best to arrange the phone call. If there is a technical problem with the website, only they will be able to help fix the issue.
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2 years ago
Translation
I sent a document from my account, a message came to check. I'm waiting again
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2 years ago
Hello tuidux,
Thank you for the update. I sincerely hope this will resolve the issue for you.
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2 years ago
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I sent from my bank account, which I have already sent a long time ago - the same account has been 50 years old. , tsiisus prkl !!!!!!!!!!!!!!!!!
Thank you. You have been a great help here, I recommend to others.
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2 years ago
Hello tuidux,
Could I ask you to please explain the situation with your account? Are you still experiencing problems?
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2 years ago
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Share a -I haven't been to Kolikkopeli.com so I don't know if mtn will be looked at the end of the week
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2 years ago
Hello tuidux,
I am afraid I do not quite understand your previous response. Is the issue with your account now resolved?
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2 years ago
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I miss it, though I dare not play on Kolikkopelit.com because of this hassle.
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2 years ago
Hello tuidux,
Have you successfully made your withdrawal and received the payment?
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2 years ago
Dear tuidux,
As you have received your payment and all the problems with your account seem to be solved, I will now close this complaint as 'resolved'. It can be reopened at any time.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Adam
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