RocketWin Casino - Player’s ID verification is delayed.

HI , i have problem with verify ID , casino support clearly makeverification difficult , i was created have deposited and parefhours ago i have 500 (550e ) balance, before withdrawl i send all three docs , proof of adtes and proof of deposit succes verified, but ID not and then start story, .

2nd We need you to provide one more item that qualifies as Proof of Identity. This could be one of the following:

Driving license

or

Passport

or

Official birth certificate

Also, please provide the following:

Photo of yourself holding a previously provided identity card next to your face with all your personal details clearly visible and a sheet of paper with the following digits in another hand: 1407

ok i that was made ( with drive license because i have not passport because in EU i dont need this.

3rd

dear Oskar XXXXXX

Thank you for providing photos.

Due to increasing fraud attempts on the internet, we are looking to enforce all possible measures to keep our customers’ funds secure.

In order for you to proceed with the additional verification procedure, please record a short self-identification video with your document (identity card). Please prepare your document and a piece of paper with the handwritten date of recording and our product's name.

Things you must perform in the video:

1. Say your full name, date of recording the video on the front camera, and that this video is dedicated to the additional verification process on our company's website.

2. Show what is around you, so that we can make sure there are no third parties nearby.

3. Wave your hand in front of your face for several seconds to make sure you are not using any face-editing software.

4. Show yourself holding your document, and a paper with today's date our product's name.

5. To make sure your document is genuine, please remove a piece of paper and show your document close to the camera, rotating it at different angles so we can see blinking holograms and watermarks on your document.

i thats was made too / after 5 days because video verify take 5days working,

and next and now they want notarial passport. ..... , thats is too much,... In bank when register account online wasnt so hard .... .

i

Hello zjedzony777,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RocketWin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Did you provide them the video they requested? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Yes, of course,

1st upload Id card (both sides) proof of deposit and proof of adress.

id card declned ( 1st time in my live.. - this Id in EU and poland Ist most imporrtant )

ok than i upload my driver license photo, and extra with driver license and id card in one photo than

3rd -

they will selfie with id with date and security code - ok i was made.

4 th video - i was uploaded too-

i4th time notarial passport - i dont have passport because i dont need passport in Eu - ( notarial passport that extra harder, i think casino hat po much wins and withdrawl after promo with the wheel? That think my admin from my forum darmowybonus.com . 14 July i think i first documents verify

Hello zjedzony777,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru? Isn't there any other ID document which you could provide to the casino instead of a passport?

driver license , Id card and birth certiificate was send. Now they take notarial Id?! i must make an appointment at the notary's office , pay extra money( iis not small money) and that make I notarial .

when I verified my bank account, I didn't have to send such documents, only a video call, I would like to make a video call with them to verify.

Thank you zjedzony777 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello zjedzony777,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter matter.

We would like to invite RocketWin Casino to join the conversation.

Dear RocketWin Casino,

Could you please clarify why the player's verification has not yet been completed? The player has submitted a considerable amount of evidence, including a video, and I am interested to understand why this has not been deemed sufficient for completion.

Dear CasinoGuru,

Please be informed that the verification process is ongoing and additional documents were requested by the Verification Department in accordance with our Terms and Conditions, specifically clause 5.1.:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon RocketWin Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address.

(ii) Documents have to be provided as photos or scanned copies. We also reserve the right to request personal notarized documents."

Kindly note that the notarized identity card is being requested by the Verification Department only for security purposes, in compliance with KYC policies and money laundering prevention measures. Let us assure you that we are glad to withdraw the winnings and never intentionally delay them.

Please note that as soon as the additional documents are provided, they will be processed by the Verification department as soon as possible.

Thank you for your understanding!

Best regards,

RocketWin Casino Team

Dear zjedzony777,

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.

Dear zjedzony777,

Have you managed to submit all the necessary documents? If so, has the verification process been completed successfully?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.