The player from Germany has been trying for three months to have his documents verified by Kryptosino for the purpose of account validation. Despite submitting the required documents and following up through email and live chat, there has been no progress or response to his inquiries. We contacted the casino and its representative stated that the player had been sent the emails requiring additional photos and a screenshot from the e-wallet. The player did as was asked, and in a few days his account was finally verified. Later, the player confirmed his withdrawal request was processed and he received the money. We closed the complaint as resolved.
Kryptosino Casino - Player is experiencing difficulties with the verification of his account.
Amount: €200
Kryptosino Casino
Safety Index:Above averageSafety Index
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7.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello Guru Team,
Hello Kryptosino Team,
For about three months now, I have been uploading my documents under the 'Document Verification' tab on my Kryptosino account. Until today, my documents remain unverified. What's more, I had sent these documents to Kryptosino by email three weeks ago as discussed in our chat, but still, there has been no progress. Not a single response to my inquiries sent over email, and the live chat support team keeps saying that they can't provide any updates because they don't have visibility on the status. All they can see is that my account verification is still pending.
The conduct of all this is extremely unprofessional. Please help.
Thank you
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1 year ago
Dear Tuscani090283,
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 which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? When was the last time you communicated with customer support regarding this issue?
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
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1 year ago
Translation
Hello,
I have my ID double-sided, confirmation of my address, I uploaded this to the Kryptosino page in my profile about 2-3 months ago, then contacted a few chats because the emails got 0 replies. Live chat said that my account had not been checked, When asked why, live chat could not answer, then on July 25, 2023 I sent all documents to support, 1 week later asked a few times, there is no answer to the emails, and live chat still cannot say why my documents are not have been checked.
Sincerely,
Tuscani090283
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1 year ago
Thank you very much, Tuscani090283, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
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1 year ago
Hi Tuscani090283,
I've just reviewed your case and am sorry to hear about your struggles with the verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Kryptosino Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Have you received all the requested documents from the player necessary for the verification?
I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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1 year ago
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.
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1 year ago
Hi everyone!
Dear Tuscani090283,
thank you for your comments.
Please find three attached screenshots, each depicting instances where the Finance department responded to your emails on the subsequent day after their receipt. In case you didn't receive the emails in your inbox folder, please search for the emails in your Spam folder
Currently, your ID and Proof of Address documents have undergone verification successfully. However, I must inform you that the Finance department has requested additional documentation from your end.
These documents include:
- A selfie picture with your ID
- A screenshot of your Jeton e-wallet, with your personal information visible
To facilitate the process, kindly forward these two documents to either finance@kryptosino.com or support@kryptosino.com. The Finance department will promptly review and verify the submitted documents.
Best regards,
Anton
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1 year ago
Translation
Hello,
I just sent that.
As for the emails, I'm not getting any emails from you even in the spam folder..
Only when I asked to reopen my account did I get an email confirming the reopening.
Greetings
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1 year ago
Dear Tuscani090283, have you sent the selfie with your ID and a screenshot from your Jeton account to the casino?
The casino shared the screenshots of the emails where we can see that their financial department replied to you at least 3 times (on 25.7., 26.7., and 3.8.) asking to provide the above-mentioned documents to proceed with the verification.
Please, let us know when there are any updates after you send the requested files. Thank you.
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1 year ago
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Hello guru team Hello Kryptosino,
I just sent the documents, the emails never arrived.
Greetings
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1 year ago
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I have explained to the live chat several times in the last 3 months that the emails do not reach me.
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1 year ago
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Hello ,
I received an email that my account has been fully verified and I have made the first withdrawals via token (like the deposits made), please only make the case once the withdrawals have been processed.
Pending time according to Askgamblers 0-1 hours, but casino says 48 hours! Why does the casino advertise super fast payouts when pending alone takes so long for a wallet?
Best regards
Tuscani090283
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1 year ago
Dear Tuscani090283, I'm glad to hear your account was verified and you were able to request a withdrawal. We can certainly keep your complaint opened until you confirm receiving your funds. Please, let us know how things are going.
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1 year ago
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Hello,
everything is fine, this case can be closed.
Thanks
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1 year ago
Dear Tuscani090283,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
