The player from Germany has been trying to verify his account for more than a month. Unfortunately, not all of his documents have been accepted. We’ve rejected this complaint as per the player’s explicit request.
Laz Vegas Casino - Player is experiencing difficulties with his verification.
Amount: €2,400
Laz Vegas Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
Translation
I've been waiting for my verification for a month. I was supposed to upload a selfie with ID, which is now pending for a month. Now I've won something again in the casino after I gambled away the first win due to the long wait. So I contacted the live chat and asked for help. This asked to make a payment, which was then canceled a little later. In addition, a bank document that was verified a month ago was suddenly rejected and a new selfie that I uploaded was ignored. I contacted the live chat again, who asked me for a screenshot of the payment, which I uploaded again. It then claimed that this was not a screenshot and all subsequent files were rejected. Nobody at this casino wants to help and I've been trying to verify myself for a month to no avail. I have already uploaded all the data from my account without blackening, as well as my ID on both sides, a phone bill, about 10 bank statements and 2 selfies with ID and still I am not activated and my payout remains blocked.
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11 months ago
Dear SelectedNoob,
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 physically seeing all of the players and checking their identification and documents, this is the only way gambling establishments can 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.
Have you sent all the documents on time and in the correct format? From the screenshots you provided us with, the casino was dissatisfied with your bank statement as it did not contain all the relevant information. Please be aware that you should follow all the instructions requested by the casino so that the verification procedure runs quickly and smoothly.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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11 months ago
Translation
Hello Veronika,
I understand that a KYC verification is important. I've been playing in various casinos for 8 years and have had and passed hundreds of KYC exams. So I know what matters. However, I cannot understand how a casino does not verify a selfie with an ID card for weeks and how new selfies are not accepted either. I am also constantly asked to provide proof of the deposit. There it is required that my IBAN is visible. However, my bank does not provide this service. In the available options, only my name, my customer number, the recipient's name, the recipient's IBAN, BIC, the booking text, the end-to-end reference, the normal reference, the booking date and the value date are given. That's not enough for the casino. Attempts to upload my personal profile (where my IBAN and customer number is visible) together with the deposit slip (which matches the customer number from the profile) will also be rejected. In addition, valid financial reports are also rejected by the bank itself.
I can't understand all of this. I have disclosed almost everything that my bank account holds and nothing is accepted. This is incomprehensible to me and has never happened in 8 years of casino experience.
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11 months ago
Thank you for your response. Please forward the files that keep getting rejected by the casino together with any additional communication relevant to the case to veronika.l@casino.guru. Alternatively, you may post the screenshots here.
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11 months ago
Translation
Hello Veronika,
I have emailed everything I need. I hope that you can help me in this case.
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11 months ago
Thank you for your email. I have checked the documents you provided us with.
Have you received any explanation why your ID was rejected? Could it be caused by the fact that your ID is a mirror image?
Regarding the banking documents - I'm sorry but your documents have to contain all the information requested by the casino. The bank statement should contain your name, IBAN, transaction name, transaction amount and transaction date. Alternatively, you may submit two separate documents, one with your name and IBAN, another one with your IBAN, transaction name, transaction amount, and transaction date. This way, it would be clear that the bank account truly belongs to you.
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11 months ago
Translation
The ID itself was not rejected, but the selfie, which is supposedly also used in the verification process.
But I have already uploaded such an account statement, but an account statement is requested for each deposit and since these were in different months, I will not receive the account statement for the second deposit until mid-July, which means that I will then have almost 3 months on mine verification has to wait. Although the authenticity of my account has long since been confirmed with the previous bank statement.
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11 months ago
Thank you very much, SelectedNoob, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.
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11 months ago
Hello there,
Thank you SelectedNoob for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Laz Vegas 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!
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11 months ago
Translation
Hi Peter. Unfortunately, my will to pay out a second time was not strong enough to keep it for months. I gambled away my payout amount of ultimately €1800 and got banned from this dirty casino. I have never seen such a delay in verification and withdrawal. This is on purpose and has nothing to do with security and KYC procedures!
The complaint can be closed but please let the casino know what I think of the casino that it is the very last resort and it should be closed and they can be happy that I won't report them for breaking the law.
I will leave my rating as it is, nothing has and will not change
If this complaint remains online and visible anyway. The amount in dispute can be updated here. Because with the previous payout, which has already been withheld, there is now a total of €2400 that is gone because it was withheld by the casino for around 2.5 months.
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