The player from Greece is struggling to pass the KYC. It has been resolved.
NineCasino - Player’s struggling to complete KYC verification.
Amount: €1,000
NineCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I can not send the identification documents, you do not accept them and what I have managed to send to me was canceled, one of them told me to send them by e-mail and I sent them and then the other tells me that you are not accepted, I do not know what to do
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2 years ago
Dear Ηλιας,
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 already provided? Have you received any explanation from the casino about what is wrong with them?
Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
TODAY I SENT THE FOLLOWING DOCUMENTS ... IDENTITY FORWARD. BANK BOOKLET . MY CARD FRONT BACK. AND A DOCUMENT THAT SHOWS MY ADDRESS. RESULT? THEY CANCELED EVERYTHING ... I DON'T KNOW ANYTHING ELSE TO DO YOU PLEASE HELP ME ... AND THEY TELL ME TO SEND THE IDENTITY AS I HAVE 10 IDENTITIES
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2 years ago
Thank you for your reply, Ηλιας. Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Translation
Nothing just tells me that my documents were not accepted and to send all the documents ..I send them again the same ..mock nothing else
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2 years ago
Thank you very much Ηλιας for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.
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2 years ago
Hello Ηλιας,
I looked at your complaint and will do my best to help you. I would like to invite NineCasino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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2 years ago
Good afternoon!
In order to pass verification, you need to send a list of documents that the support team has requested from you. Unfortunately, we do not accept scans and photos converted to PDF format. Please send the necessary documents to the support chat, according to all the conditions for passing KYC.
Also, check your email (all folders, including the spam folder), our support team has sent you all the necessary information!
Best Regards,
NineCasino Team
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2 years ago
Dear Ηλιας,
follow the Casino's instructions and let me know about your progress, please.
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2 years ago
Dear Ηλιας,
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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2 years ago
Translation
Finally everything went well with my subject all the documents were accepted and my account was verified thank you very much for everything
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2 years ago
Dear Ηλιας,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
