Onestep Casino - Player’s struggling to complete account verification.

Hello I am trying to reach someone in there chat waited 3 hours wrote down what I asked about verification and if they please answer I will read it later in the chat 1 hour later someone came online said you are not responding I am closing the chat????? So in total 4 hours after start chat someone came on. I chatted yesterday to waited 2 hours same thing happened but didn't screenshot it. I saw in the reviews they are really bad with time it can take weeks to get your withdrawal. Now waiting to be verified sent all my info in documents the way the asked for but also in email to hopefully get a quicker response, but still nothing. Can you help me please

Dear cateyes1161979,

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 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?

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

Hello thank you for your reply. I am a regular online casino player, so I have been verifying myself at multiple casinos. My problem is mostly that I have to wait in a chat for 3 hours and after giving up after 3 hours I get a reply I haven't responded in a while they close the chat. This is after they came in my chat 4 hours later and didn't even give an answer because I can reopen the chat and read if the replied and what time (I sent you the screenshots) in the maybe 10 years I play online I always get a reply. The screenshot I sent you was the last chat but a few times I went to chat during their opening hours for chat never got someone everytime a waiting line for hours. Today the said they want a different kind of proof I sent my bank statement and my phone bill so they can see twice proof of adress and in the bank statement I showed the transaction to their casino including my adress, so I am eager to see if they will approve this and especially how long they will take. I haven't even won a large sum, but I want my winnings. I regret not first checking the reviews, because I see they are not good. So today resent in account and extra in email, all I can do is wait and see, thank you for your time

Hello cateyes1161979,

Have there been any developments since our last conversation, please? 

Hello yes I have been verified, thank you

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, cateyes1161979, 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