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

Hi, I've been struggling to verify my account for almost a week now. My driver's license is approved as well as proof of address and two of my regular cards. They do not approve my virtual clear card despite countless screenshots and explanations that this is not a physical card and that the information is not exactly the same as on a physical card. I have sent the screen dump on the back of the card and on the front.

virtual cards are different and this is a card that is in my klarna app and you identify yourself with bankide to enter your app. This is something that is common today. I felt compelled to remove the card and it is now no longer active and have sent screenshots of it so they can see. This is frustrating and I have 4000 euros in the account. The account must be verified within 30 days and they don't answer what they think is wrong but just don't approve. I am sending with what I sent and now that I have removed the card. Also have chats that I can attach later if needed.

mvh Ulrika

Dear 6ry4gmgpgx,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, yes, everything else is approved, my address and my two other cards and driver's license are approved. It is only the virtual card that is now no longer active because they refuse to approve that document, so I removed it from my Apple Pay. So now I hope they approve the screenshots where I show that the card is no longer active. Before it's ready, I can't start any withdrawals right now, I have about 5000 euros in the account. I have also been in contact with Klarna to ask them to send me a document that I had the card and that it is no longer active. If they do not approve my sent screenshots.

Hi, I just wanted to add that they don't approve my documents I sent that the card is inactive and that I removed it from Applepay and clear. I have sent this to them.

Since

I suspected they wouldn't accept it. Have I contacted Klarna and wait for them to send me a document by email about this and proof that I had it and that it has been completed. Attaches files to what I sent last to onestep which they do not approve. This is absolutely incredible, everything else is an approved address. Driving license my two other cards. Been struggling with the verification since 11/23.

Thank you very much, 6ry4gmgpgx, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks so much for the info

// Ulrika

Hello Ulrika!

From now on, I will take care of your complaint. In order to proceed, I would like to invite representatives of Onestep Casino into this complaint so they can participate on the resolution with us.

Thank you very much I started to verify my account on 23/11 and you have one month otherwise the account will be closed and I have around 7000 euros in the account. Hope we can solve it in time.

Hello, I have now got my account verified. They approved the latest document.

Dear Ulrika,

Thank you for letting us know about the good news. We would like to leave this complaint open until you will manage to complete your withdrawal process. Please, keep us informed once you will be able to receive your funds.

Absolutely, since you can only make withdrawals of 1,000 euros within 24 hours, there will be no withdrawals.

Dear Ulrika,

Could you please be more exact on why there will be no withdrawals? Also, I'd like to ask you, could you please specify the amount of your balance you'd like to withdraw from the casino, as I have noticed, that there were multiple amounts mentioned by the course of this complaint.

Hi, I had 3 withdrawals of 1000 euros each which they declined and I received an email saying that I should send iban bank statements, which I already did in the first round of the verification process. I have now sent this document in again. And then I have to wait further for approval.

then it starts all over again with the withdrawals because you can only withdraw 1000 euros in a 24 hour period. Unbelievable casino that deliberately delays everything.

Hello Ulrika!

Do I understand it correctly that your account although it's already verified KYC verification wise and now you need to wait for the casino to approve your bank statement and IBAN in order to proceed with the withdrawals?

That's exactly how it is.

Thank you for helping me to clarify the matter, Ulrika. It seems that the whole situation is moving in a positive direction. The verification process was successfully completed by the course of this complaint, so I'd like to suggest that we would wait for 7 more days in order for your withdrawal documents to be processed, should there be any complications, we will contact the casino.

Please keep us informed about the whole situation.

Thank you very much that sounds good.

Still waiting for them to approve the iban. Keep you updated .

Hi, they don't approve my bank statement. I am forwarding this to you. I have sent files to onestep but can't manage to send them here, so I'm sending screenshots of what I sent to them.

Hi, I just wanted to say that I managed to send a file where both the iban and bank statement were on the same page. It wasn't quite easy because the file got too big, so I had to trick myself, but it still worked. Because that's probably how they insist on having it.

This is so hard, it feels like they just want to delay everything and avoid being bitten.

Dear Ulrika,

Thank you for providing me with an update on the situation. As I have mentioned earlier, we will now contact the casino representatives and we'd like to receive some explanation for the situation.

Thank you very much for helping me further.

Hi, I just wanted to say that I have deposits of at least 20 thousand kroner, so according to the casino's rules about winnings of 15 gr on a deposit, I have already met those conditions. Then I download my deposits and each individual deposit with transaction ID if needed.

Hi, they don't approve anything I sent in. So now I have contacted my bank and asked them to send me an official bank document with all my account information and I have to take a picture of it and send it. This will not arrive at my house until Fri next week at the earliest.

Hello, I have now had my iban approved and started my first withdrawal of several I will make. Will keep you updated until I have received all withdrawals paid to my bank account.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Received my first withdrawal to my bank account now

Hello Ulrika!

Have you received any further withdrawals? Since the casino does not respond to the complaint, could you please provide us with any updates?

I am looking forward to your reply.

I have received 2 withdrawals to my bank account and one more is on the way so it seems to be going well. Thanks

Hello, everything is fine now I have received all my withdrawals to my bank account. Thanks for all the help.

Hello Ulrika!

I am delighted to see the good news, thank you for informing us. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.