HomeComplaintsNational Casino - Player is struggling to pass the KYC.

National Casino - Player is struggling to pass the KYC.

Amount: €40,000

National Casino
Safety Index:Above average
Submitted: 31 Oct 2021 | Case closed : 15 Nov 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Greece is dissatisfied with the verification process. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago
Translation

I had won € 40,000 and they were constantly asking for more papers for identification. While the deposits were constantly accepted.

Automatic translation:
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3 years ago

Dear Vasilis19801821,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents have you provided and when exactly, please?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Edited by a Casino Guru admin
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3 years ago

Dear Vasilis19801821,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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