The player from Denmark was experiencing difficulties withdrawing his winnings due to ongoing verification. The player got his account verified and has received the payment. The complaint was closed as "resolved".
PlayToro Casino - Player’s struggling to complete account verification.
Amount: €6,500
PlayToro Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello dear guru team,
I'm in touch because the support and feedback from Playtoro is lousy.
I registered with the casino at the beginning of January and gambled a few things there. At some point I got the message that I could no longer make a deposit and should contact support. I then tried to contact the support in the chat. There it says that people usually get in touch after 4-5 minutes. After more than 12 hours I got the feedback I have to verify myself. There I then uploaded all the documents and found that there was no way to see his status. I then contacted the chat and asked for feedback. After 24 hours I got an answer... Documents are checked and I get an email when this is through. 4 days later I got 2 emails. Id be confirmed and address too. But nothing from my bank info... I only noticed it later. At the end of February I had another big win and thought I'd pay off this time. I then saw that my verification is still not through. I then saw that you wanted a payslip and uploaded it. After that I contacted the chat again. This took forever and I had to ask for an answer several times. The answer was that my Id was still missing.... I then informed them that I had received an email saying I had been checked. I then uploaded my ID and pay slip again and asked for feedback again. That took another 24 hours. Then the message came that he had viewed my documents and they looked ok to him and he forwarded this to the department to prioritize me. 2 hours later an email that my ID was already uploaded and I was checked. But still no feedback on the middle document. I then contacted the chat again and asked for my remaining documents to be processed. I also contacted support via email and asked them to process my documents. It has been over 36 hours since this message and no response from the casino. The documents have been there for ages and are simply not checked so that I can make a payment.
Please help me I don't know what else I can do.
Automatic translation:
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1 year ago
Dear Kratoro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the payslip is currently the only document that has not been approved? Have you provided all documents in the correct format?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Yes, I uploaded all files correctly. I also got a message in between I chat that he looked at the files and everything was ok.
now yesterday came the feedback in the chat you miss my 2nd credit card....
Why does it take so long and why can't I see the information anywhere on my account or as an email?
Automatic translation:
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1 year ago
Thank you very much, Kratoro, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Translation
Thank you,
small update the verification seems to be completed but now I'm stuck in the payout for 3 days. Applied on Monday evening and nothing has happened so far….
Automatic translation:
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1 year ago
Dear Kratoro,
I am so sorry to hear your withdrawal hasn't reached you yet. It is usual that the withdrawal takes a longer time. Let's wait for the withdrawal additional seven days, and we will see if we need to invite the casino representative to join this conversation.
Please keep us updated if you have received the payment.
Thank you very much for your patience.
Kind regards,
Stefan
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1 year ago
Translation
Ok then I'll wait a little longer. Thank you for your support.
Automatic translation:
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1 year ago
Dear Kratoro,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Thank you for your help.
after a long time everything worked out but I would not recommend this casino to anyone.
Emails are not answered.
Chat that is advertised with a response time of 2-5 minutes and sometimes takes over 40 hours to react.
Verification progress not visible and if documents are missing only feedback on request.
If documents are checked, however, an email will come.
The other way around would make more sense.
For me the casino didn't deserve 7 points.
I wish everyone a nice weekend and hopefully not until next time 😉
Cheers to Kratoro
Automatic translation:
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1 year ago
Dear Kratoro,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Stefan
