The player from Germany struggled with a complicated verification process that delayed the release of his winnings. Despite submitting all necessary documents and being told his account was verified, he was repeatedly asked for more proof days later. He initially had €10,000 in winnings. The player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.
Tiki Casino - Player faces delayed verification for his winnings.
Amount: €500
Tiki Casino
Safety Index:Below averageSafety Index
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5.7
Tiki Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
My verification process is being made unnecessarily difficult and I'm losing all my winnings. I've submitted everything, and yet nothing happens for days.
Then I was told my account was verified and I would receive my money, but that's not true, and proof is being asked for again.
I was originally at €10,000.
Automatic translation:
Public
Public
4 months ago
Dear norcoryder012,
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 which documents you have already provided and when exactly you sent the last one?
- 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,
Kristina
Sensitive attachment
Sensitive attachment
4 months ago
Translation
I submitted everything 10 days ago and everything was accepted, only the deposit via Jeton is not recognized and the proofs are not accepted.
At the beginning I was paid out €500 into the chip account from which the deposit was made.
Automatic translation:
Public
Public
4 months ago
Thank you very much for your reply, norcoryder012. Have you tried contacting the casino regarding this issue? 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.
