Thor Casino - Player from Colombian struggles with verification process.

Good day, my complaint pertains to the verification process. I deposited 100 USD, and the casino gave me a 100 USD bonus, which I didn't like because it blocked sports betting while using this bonus. Hence, I decided to withdraw the 100 USD. The system warned me that I would lose the bonus. Fully aware of this, I promptly eliminated it. On initiating the withdrawal, a series of documents were requested, all of which I have provided. However, now the casino continues to insist on a copy of my passport and a selfie with it. I don't have a passport, or at least a valid one. I have relayed this information three times already. Customer service tells me it isn't within their power and that I should contact the security department. I asked the mentioned department via email for a detailed explanation, but they simply repeat their request for a passport and selfie with it. I also explained that I am Colombian and live in Colombia, as per the information in my registration.

Casino Guru, I understand that the verification process is lengthy, but I can't see any cooperation from Thorcasino. They aren't progressing with their requests and keep asking for the same thing.

Dear Cesitar1989,

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.

• Do I understand correctly that verifying the payment method and providing a picture ID seem to be the only obstacles standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Petronella

Good morning, it is not as easy as it seems, it turns out that I already sent a photograph of my ID and transit license (the ID with a selfie)

also:

• my astropay account details
• energy bill

they all match my residence address

The problem is that they repeatedly ask me for my passport and selfie and we are stuck in this process.

I would like Thorcasino to explain to me if the documents already sent are sufficient and it is only a matter of time.

And why they always respond with the request for my passport and do not advance in the process (I have already told you that I do not have one)

Gentlemen Casino Guru

I inform you that I have just received the funds initially deposited, without a doubt, thanks to spaces created by your page, where many questions can be clarified and the casinos do what they should do (mostly).

I imagine that if they authorized the withdrawal, it is because my data is correctly validated.

In my short experience and from the complaints I have read, I believe that casinos should do the entire rigorous process before receiving funds and not at the time of withdrawing them (but it is just a dream)

As it is, this complaint is resolved.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Cesitar1989, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru