The player from Switzerland is experiencing difficulties withdrawing her winnings due to ongoing verification. Player’s complaint has been resolved successfully.
PinoCasino - Player’s struggling to complete the account verification.
Amount: €680
PinoCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I made two payments at this casino.
1 time with the purchased Paysafecard at the gas station.
and twice via a bank app from my account.
I threw away the paysafecard where I bought it after use, what do I do with an empty paysafecard?
now the casino doesn't accept anything.
they want the transaction number. The 1 deposit is it impossible to get a transaction number? As well as?
with the 2 deposits via my bank app I had a transaction number only that is not enough .. you still need the transaction where the name of the casion is? What shoud that? Sent you all the evidence only they want the impossible
Automatic translation:
Public
Public
2 years ago
Dear Nadia,
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.
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
Public
Public
2 years ago
Translation
I wrote a mail to you yesterday that the problem has been solved ..
many thanks
Automatic translation:
Public
Public
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, Nadia, for your confirmation, and please 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.
Best regards,
Petronela
Casino.Guru
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