The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Onestep Casino - Player’s struggling to complete account verification.
Amount: €650
Onestep Casino
Safety Index:LowSafety Index
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4.4
Onestep Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello I have a question and I address you.
I don't want to say the casino just yet. I just have a question about verification.
My payout has been pending for 12 days.
I was told that the account is verified but there may be more documentation to be sent.
And that's how it goes all the time. I submit documents and after two to three days other documents are asked for. It's been like this for two weeks. I'm curious what comes next.
So it drags on again and again. The money was transferred back to the player account several times. Is that again? And why do you always wait so long until the next document is requested?
Automatic translation:
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2 years ago
Dear leber123,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise to which casino is this problem related?
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,
Petronela
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2 years ago
Translation
Hello, thank you for taking care of my problem.
The casino is called Onestepcasino.
No, I was not informed because of a specific problem.
I was only told that the account is verified and that documents could still be requested to complete the KYC. There is an answer every three days and the next document is requested.
They have already received so many documents from me that I am also concerned that they could not be used in any other way.
Onestepcasino has conditions if an account is not verified after 30 days it will be closed.
I hope that they don't deliberately delay this deadline.
Many thanks to your team.
I will of course keep you up to date.
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2 years ago
Translation
Hello,
I would like to inform you that the casino got back to you by email exactly three days later and wanted the last document again.
I spoke to the live chat and asked why the same document is being requested again.
After checking I was told that it was a mistake by the department and everything is fine.
Again, the money was booked back into the player account. That was definitely the seventh or eighth time. That's really not normal anymore. Of course I understand the review. But why does it take 3 days each time and then the response from the casino comes another document is required?
Now I'm curious if the payment will come next week.
I will continue to keep you posted.
Best regards
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2 years ago
Hello leber123,
Have there been any developments since our last conversation, please?
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2 years ago
Translation
Hi.
No, there is nothing new yet.
The 650 euros should be paid out on Monday or Tuesday.
I keep you informed.
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2 years ago
Translation
Hello,
the 650 euros were paid out today. The complaint was settled with that.
Thank you for taking care of my problem.
Best regards
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, leber123, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
