PokieSurf Casino - Player's struggling to pass the verification.

I’ve sent over a dozen pictures of me holding my licence and you continually tell me you can’t read it, I showed 10 people I was sitting in a meeting with at work whom all said they can see it easy.

This has now affected my mental how due to this process and I’m seeking legal action due to it

Dear bxtkzx5frx,

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 your ID seems to be the only obstacle standing between you and successful verification? Has the casino requested any other documents and if yes, have they been approved?

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,

Kristina

Dear bxtkzx5frx,

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.

Please see attached screenshots, my account was verified and payment should have been sent, but then they changed it again because my license runs out at end of July, it’s still valid now.

Hey guys

has this been followed up with as yet, my screen shot Cleary proves they accepted my verification and then after I attempted withdrawal ask for another verification, they are fraudulent and this is happening to everyone using their site.

I want the money I won and entitled to.

Thank you very much for your reply, bxtkzx5frx. Have you already applied for the renewal of your nearly expired document?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear bxtkzx5frx,

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.

Kristina

i do not need to apply for my nearly expired licence because it’s still valid, I’ll renew when it elapses, the amount of time it’s valid has absolutely nothing to do with proving my identity, it’s not in the p & c’s. I already attached for you to see that they accepted my verification, it’s written in black and white, and then unaccepted it when I tried to withdraw.

read the attachments I already sent you.

Now they are clearly fraudulent and by the looks of it your allowing this, it’s your role to look after me and the many others being ripped of by this company.

please help me get my money I’m entitled to fair and square

please read, only have to complete verification once, which I have done as written and approved. Now I have done wat was asked of me already to allow my withdrawal, I do not have to do it again

Please note that Casino Guru Complaint Resolution Center offers independent mediator services between players and casinos. Our commitment to impartiality ensures that we do not engage in any actions that may adversely affect players. We diligently gather and scrutinize evidence from both parties to arrive at a just resolution, and this service is provided free of charge.

To ensure a transparent and structured complaint resolution process, we adhere to specific guidelines. Further information regarding these guidelines can be accessed through the following link: https://casino.guru/complaint-resolution-instructions

Please understand that we must first collect all the necessary evidence and information from the player first to investigate the matter thoroughly and decide if the casino needs to be involved. Therefore, I would like to kindly ask you to refrain from making any accusations and unsupported assumptions if you wish to proceed with this complaint. Thank you for your understanding.

I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you bxtkzx5frx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PokieSurf Casino for their help in resolving this complaint. We would like to know why is the player required to pass the verification again and if we can do anything to help resolve this issue.

Thank you!

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.

Hi Peter, so if they don’t respond which we definitely be the case, I lose my money and they only get 1 bad review.

where is the incentive for a casino to have to look after its customers when there’s no serious outcome against them for it

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

Best regards,

Peter