The player from Italy was asked to provide a selfie during the verification process. The player confirmed the verification was complete, but later asked us to stop our involvement in the issue. Therefore, we closed the complaint accordingly.
The player from Italy was asked to provide a selfie during the verification process. The player confirmed the verification was complete, but later asked us to stop our involvement in the issue. Therefore, we closed the complaint accordingly.
The player from Italy was asked to provide a selfie during the verification process. The player confirmed the verification was complete, but later asked us to stop our involvement in the issue. Therefore, we closed the complaint accordingly.
Hello I requested my withdrawal about two weeks ago they asked me for the documents and I sent them both by email and on the site directly there is no way to get the money every time they say a different thing and they don't certify the profile. I would like to receive my money and that's it perfsvore
Buongiorno ho richiesto il mio prelievo circa due settimane fa mi hanno chiesto i documenti e gli ho inviati sia via mail che sul sito direttamente non c'è modo per ottenere i soldi ogni volta dicono una cosa diversa e non certificano il profilo. Vorrei ricevere i miei soldi e basta perfsvore
Dear Jessyjez,
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 so it may take a few working days to complete this thorough process.
If you have been asked for a selfie (with or without ID), which is nothing unusual, please follow these important guidelines:
- Do not edit the image in any way
- The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it up close and include as little background as possible (remember, no cropping is permitted)
- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
As per the casino's instructions, make sure to include the casino's website in the photo as well.
Let me know if that helped,
Best regards,
Tomas
Dear Jessyjez,
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 so it may take a few working days to complete this thorough process.
If you have been asked for a selfie (with or without ID), which is nothing unusual, please follow these important guidelines:
- Do not edit the image in any way
- The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it up close and include as little background as possible (remember, no cropping is permitted)
- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
As per the casino's instructions, make sure to include the casino's website in the photo as well.
Let me know if that helped,
Best regards,
Tomas
Hello, thanks for the answer, I have provided everything. They asked me for a selfie with a mobile device where the name of the site could be seen but it's been 6 days since I sent them and they don't verify my profile and they don't settle the payment I made the withdrawal request on 02/02/2023. I would like get my money
Buongiorno grazie della risposta io ho fornito tutto. Mi hanno chiesto il selfie con un disposivo mobile dove si vedesse il nome del sito ma e 6 giorni che ho inviato e non mi verificano il profilo e non mi liquidano il pagamento effettuato la richiesta di prelievo il giorno 02/02/2023.io vorrei ricevere i miei soldi
As you can see, I requested the withdrawal on 02/02/2022. Plus I uploaded all the documents since I don't have a PC I had to take a selfie with another mobile phone that took over the site I provided card details / identity document selfie all that is necessary I just want to receive my money and for them to settle the requested payment on day 2 where 14 days have passed.
Come vedete ho richiesto il prelievo in data 02/02/2022. Più ho caricato tutti i documenti non avendo un PC ho dovuto fare il selfie con un altro cellulare che riprendeva il sito ho fornito dati della carta/ documento di identità selfie tutto che è necessario vorrei solo ricevere i miei soldi e che mi liquidassero il pagamento richiesto il giorno 2 dove sono passati 14 giorni.
It is clear that it is a big scam. I had uploaded my photo with the casino site behind it .. now they ask for another selfie after a week of waiting where they ask for more selfie document and visible casino site are we kidding? I have no words
E chiaro che e una grande truffa. Avevo caricato la foto mia com il sito del casino dietro.. ora chiedono un altro selfie dopo una settimana di attesa dove chiedono documento più selfie e sito del casino visibile ma scherziamo? Io nn ho parole
The big problem is that they ask you one document at a time and it takes 5 days each to approve it I entered the requested document instead of checking the profile to guide my shirt they asked me for another document before I asked after the selfie with the website from the back that i struggled to find another phone because i only this one as a mobile device that i use Now another example is asked with the id plus the casino site behind but sorry but that is i asked for withdrawal on february 2nd i sent all the documents requested by mail I asked for updates no one answered me and they keep asking it takes 5-6 days then he asks for another document they do this to lengthen the time and to avoid freeing you it is better to scam I don't like them I want to receive my friends Please
Il gran problema che ti chiedono un documento alla volta e ci mettono 5 giorni l'uno per approvarlo ho inserito il documento richiesto invece di verificare il profilo di guidarmi la camicia mi hanno chiesto un ulteriore documento prima avevo chiesto dopo il selfie con il sito internet di dietro che ho fatto fatica a trovare un altro telefono perché io solo questo come dispositivo mobile che utilizzo Adesso viene chiesto un altro esempio con il documento di identità più il sito del casinò dietro ma scusate ma cioè ho chiesto il prelievo il 2 febbraio ho inviato tutti i documenti richiesti via mail ho chiesto aggiornamenti a nessuno mi ha risposto e continuano a ci metto 5-6 giorni poi chiede un altro documento fanno così per allungare i tempi e per evitare di liberarti è meglio truffe non mi piacciono voglio ricevere la miei amici per favore
now after 16 days of the year the withdrawal has been canceled...i am speechless help me get my money.they wanted a photo of the card i use and now they do this please
adesso dopo 16 giorni anno cancellato il prelievo...io sono senza parole aiutatemi ad avere i miei soldi.hanno voluto la foto della carta che uso e ora fanno così vi prego
I am really desperate and since 02/02/ that I have sent the documents .. I have now sent emails so as not to pay they cancel the withdrawals ... on purpose please help me
Io sono disperata veramente e dal giorno 02/02/ che ho inviato i documenti .. ho inviato mail ora per non pagare annullano i prelievi...apposta percortesia aiutatemi
They asked me for the selfie again. By canceling the withdrawal in progress from 02/02/2023 and requesting a new verification, I have postponed but they are taking time. They told me of a problem with the payment of the cards to me it seems like an excuse asking me to enter my IBAN registered to the card but when I try to enter the data of the iban it tells me it is wrong. So I entered my revolut's iban which has a current account in its name but it's not good and in the end I made the request again with a debit card (the one with which I made the payment) and the one that asked me for the photo. In short, selfie document selfie with website selfie with document and website all the documents I sent them it seems to me that they are looking for excuses not to pay volgio.only receive my money then I will never play again in this casino that takes a month to pour the money and every time it makes excuses.
Mi hanno richiesto di nuovo il selfie. Annulandomi il prelievo in corso dal giorno 02/02/2023 e richiedendomi una nuova verifica ho rinviato ma stanno prendendo tempo. Mi hanno detto di un problema con il pagamento delle carte a me sembra una scusa chiedendomi di inserire il mio IBAN intestato alla carta ma quando provo a inserire i dati del iban mi dice che è sbagliato. Così che ho inserito iban della mia revolut che ha un conto corrente intestato ma non va bene e alla fine ho fatto di nuovo la richiesta con carta di debito ( quella con cui ho fatto il versamento) e quella che mi hanno richiesto la foto. Insomma documento selfie selfie con sito web selfie con documento e sito web tutti i documenti gli ho inviati mi sembra che si stia cercando scuse per non pagare volgio.solo ricevere i miei soldi poi nn giocherò mai più in questo casino che ci mette un mese per versare i soldi e ogni volta iventa scuse .
Could you please explain at which step and by who the IBAN you enter is declined? I am afraid I don't understand what you mean.
They told me of a problem with the payment of the cards to me it seems like an excuse asking me to enter my IBAN registered to the card but when I try to enter the data of the iban it tells me it is wrong. So I entered my revolut's iban which has a current account in its name but it's not good
Could you please forward the relevant communication between you and the casino to my email at tomas@casino.guru?
Could you please explain at which step and by who the IBAN you enter is declined? I am afraid I don't understand what you mean.
They told me of a problem with the payment of the cards to me it seems like an excuse asking me to enter my IBAN registered to the card but when I try to enter the data of the iban it tells me it is wrong. So I entered my revolut's iban which has a current account in its name but it's not good
Could you please forward the relevant communication between you and the casino to my email at tomas@casino.guru?
Excuse me I just want to receive the funds on the debit card I paid with. My current account has problems making payments so it gives me an error. But I didn't understand the real problem, that is, that they don't liquidate my funds? Furthermore, I have sent all the screens to show you that point one there is no will to verify the profile since we have been running for 1 month the terms and conditions that I have read indicate that the funds are received on the means of payment that I have deposited and they also wanted the photo of the first last digits of the card and the expiry date. So why don't they check me out because they've been putting off verifying my profile for a month and always asking for new documents? Thanks Jessica
Scusami semplicemente io voglio ricevere i fondi sulla carta di debito con cui ho versato. Il mio conto corrente ha dei problemi per i versamenti quindi mi da errore. Ma non ho capito la vera problematica cioè che non mi liquidano i fondi? Oltretutto ho inviato tutti gli screen per farle vedere che punto uno non c'è volontà di verificare il profilo visto che diamo in ballo da 1 mese i termini e le condizioni che ho letto indicano che i fondi di ricevono sul mezzo di pagamento che io ho depositito e hanno anche voluto la foto delle prime ultime cifre della carta e la data di scadenza. Perché allora non mi lwuidano perché rimandano da un mese la verifica del profilo e chiedono sempre documenti nuovi? Grazie Jessica
The profile is verified. I canceled the previous withdrawal and made a new one for 2000 euros via ATM debit card with which I have always paid. I would like to see that between one thing and another they have been at stake for a month the documents are all there I have been clear and correct the amount will be paid to me.
Il profilo e verificato. Ho annullato il precendente prelievo ed effettuato uno nuovo da 2000 euro tramite bancomat carta di debito maestro con cui ho sempre versato. Gradiderei visto che tra una cosa e altra sono in ballo da un mese i documenti ci sono tutti sono stata chiara e corretta mi venga liquidato ammontare.
I understand, Jessyjez. Thank you for letting us know. I will now close the complaint as per your request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.
I understand, Jessyjez. Thank you for letting us know. I will now close the complaint as per your request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.
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