SupaCasi Casino - Player’s struggling to complete account verification.

die Auszahlung wird immer wieder verzögert.

Es werden immer wieder neue Unterlagen angefordert.

Es geht seit 3 Wochen so. Jetzt soll ich wieder ein Selfie machen, eine 2 ID vorlegen, Handynummer verifizieren, eine 2 Adressprüfung vorlegen.

Es wird immer wieder verzögert. Ganz schlecht !!!

Dear Thomas,

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

Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hi Thomas & CasinoGuru

Under our T&Cs we we hold the right to request fruther documentation before proceeding with verification/ withdrawal if we find it necessary and we have indicators to review this account further. Please see below the terms-

3.1 3.1 The company reserves the right at its own discretion and at all times, to:

c) Request documents to verify: (i) the identity of the Account Holder, (ii) his/her authorization to use a specific Card and/or (iii) other facts and information provided by the Account Holder.

56.4 ... At the request of the Company the User must present an official document with a photograph, confirming his identity (a passport copy, or his National ID), proof of authenticity of the indicated address data and telephone and proof of ownership of payment method...

We have asked the player for further proof of identity & Mobile number bill . As soon as we get the documentation requested the R&F team will review it.

Thomas, please feel free to contact our support in case you have any questions.

Best Regards,

SupaCasi Support

Thank you very much, SupaCasi Support, for your assistance.

Dear Thomas,

Could you please provide further proof of identity & Mobile number bill to the casino and keep me informed about any new developments? Looking forward to hearing from you.

Dear Thomas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.