Posido Casino - Player's account verification is delayed.

Seit einem Monat warte ich das mein Konto verifiziert wird, es fehlt nur noch mein Kontoauszug den ich allerdings nicht auf der Seite hoch laden kann, da es mir da immer ein Fehler anzeigt.

Ich habe unendliche Male den Support kontaktiert und der meinte ich soll den Kontoauszug per Mail schicken, was ich auch gemacht habe, doch seit einem Monat warte ich auf eine Antwort, vergeblich.

Dear Dubbi,

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 take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly did you send the bank statement?

Have you provided all the required documents as soon as possible and in the correct format?

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,

Dominika

Ich habe am 19.02. und nochmal am 23.02 den Kontoauszug im PDF Format geschickt.

Dear Dubbi, have you received any update from the casino on the bank statement verification?

Have you contacted them to confirm receipt and if further documents are required?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Ich habe noch immer keine Antwort bekommen, ich komme auch nicht mehr in den Live-Chat um nachzufragen.

ich weis nicht ob mir dieser mittlerweile blockiert wurde.

Dear Dubbi, I have not received any communication from you with the casino. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Ich habe ihnen den Chat per Mail gesendet

Thank you very much, Dubbi, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Dubbi,

My name is Martina and from now on, I will assist you with resolving your complaint.  I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Posido Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.