OXI Casino - Player is struggling to pass the KYC.

Warte seit einer Woche, das mein Konto verifiziert wird, damit Auszahlung durchgeführt werden kann! 3 mal Unterlagen zur Verifizierung eingesendet! Per Email oder Chat keine zufriedenstellend Antwort bekommen!

Dear Thomas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few days to review all the details from provided documents.

Which documents have you already provided, please? Could you please confirm that you provided all the required documents?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hallo! Habe Dokumente nochmals an

kristina.s@casino.guru zur Verifizierung gesendet!

Thank you for your email, Thomas. Please understand that I don't work for Oxi Casino and I didn't ask you to send your documents to me. Unfortunately, only the casino can verify your account.

I asked you to list which documents you provided and whether you provided all the documents that have been requested by the casino.

Also, I asked you to forward me all the relevant communication between you and the casino. Would you be so kind as to send the communication to kristina.s@casino.guru? Thank you in advance.

Hallo! Ich habe dem Oxi Casino alle die geforderten Unterlagen, sie Anhang gesendet! Auf Nachfrage habe ich immer dasselbe bzw. jetzt bekomme ich gar keine Antwort mehr auf meine Emails ! Danke! Mit freundlichen Grüßen

Thomas K***

Thank you very much Thomas 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.

Hello Thomas,

I looked at your complaint and will do my best to help you. I would like to invite OXI Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hallo! Habe. Mein Oxi-Casino Konto geschlossen! Danke!

Dear, Thomas

We understand how important the speed of verification is for our users, and we try not to take up much of your time.

Unfortunately, your account was under verification because you didn't send all the documents in your first email, February 4. However, we received the rest of the documents last night, so your account has been verified by now.

Here's a summary of our communication:

• The verification request was sent on 02/04/2022;
• Letters with documents from the player began to arrive from 02/07/2022, namely on these dates: 02/07; 02/10; 02/11; 02/12; 02/14 and 02/15;
• The last letter with a request for documents was sent to the player on 02/14/2022;
• The last letter with the rest of the necessary documents was received on 02/15 at 19:10. 

We hope that your experience will improve in future games.

The security of our data and that of our players is important to us, so we try to check every player thoroughly.

If you have any questions, don't hesitate to get in touch with our support team.

Best regards, OXI Casino Complaint Specialist

Dear Thomas,

can I consider this complaint as resolved, please?

Ja! Danke

Dear Thomas,

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