The player from Greece had been struggling with the casino's verification process for two months. Despite multiple submissions, his documents had been rejected. The player later reported that his withdrawal had been successful but access to his casino account was blocked. We confirmed the successful withdrawal and marked the complaint as resolved.
LegendPlay Casino - Player faces difficulties in the verification process.
Amount: €118
LegendPlay Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
Hello, I have been struggling with verification for 2 months now. I've sent the documents over 10 times and they keep getting rejected.
They really asked for card statements from 01/12/2023 to 10/01/2024, then they changed it and asked for 01/12/2023 to 15/01/2024, and recently they requested from 01/12/2023 to 31/01/2024.
Basically, I think it's forbidden to ask for so many personal details.
I honestly don't know if the problem can be resolved.
Regarding the documents, they are the original ones as issued by my bank.
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8 months ago
Dear Billys2023,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Were the deposits you made to the casino visible on the bank statements you submitted to the casino?
- Have you contacted casino support regarding the problem? What response have you received?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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8 months ago
I checked your documents,
I can see these documents are not original PDFs, while original PDFs are asked of you.
Have you provided original PDFs to the casino in the past? Is there any issue with providing original PDFs to the casino?
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8 months ago
Translation
The PDFs are from my bank's application, how can they not be authentic??
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7 months ago
Dear Billys2023,
the files you sent in your email to me are in .jpg, and not in .pdf.
Have you sent .pdf files to the casino?
I hope that clarifies the situation.
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7 months ago
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Ahh, I thought the ones I sent you were PDFs, I also sent them to the casino
Well, I have to make them PDF first
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7 months ago
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Good morning, I received a message that the withdrawal was completed on 15/03/2024 and my money has not yet entered the card, usually as far as I know the money is credited on the same day.
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7 months ago
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Also I can no longer contact them or log into the casino apparently they have blocked me.
Really the worst thing I've ever experienced
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7 months ago
Dear Billys2023, Thank you very much for the update.
We believe the casino can close your account for any reason at any time as long as they don't withhold your funds.
We will keep this complaint open until you confirm your withdrawal has been successful.
Please keep me informed about any further developments.
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7 months ago
Translation
Good morning, Poppy, this was the update I had
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7 months ago
Translation
Good day, yes, the withdrawal to your bank account was successful, thank you very much
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7 months ago
Dear Billys2023,
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,
Tomas
Casino.Guru
