The player from Germany faced issues with address verification in the KYC process after winning 5000 euros. Despite daily submissions of necessary documents since October 13th, the verification was repeatedly rejected, delaying the payout. The Complaints Team extended the response time by 7 days to facilitate further investigation; however, the player did not respond to requests for additional information. As a result, the complaint was rejected due to insufficient communication.
Tiki Casino - Player's payout is delayed due to verification issues.
Amount: €5,000
Tiki Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 days ago
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3 weeks ago
Translation
I won 5000 euros through betting slips and casino games, and now I need to complete a KYC process. Everything is going smoothly except for the address verification. I've been sending my pay slip or tax assessment notice for verification every day since October 13th, yet it gets rejected each time, causing a delay in the payout.
Automatic translation:
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3 weeks ago
Dear IK4114,
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?
- Do I understand correctly that everything has been approved except for the proof of address?
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
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3 weeks ago
Translation
Yes, everything was approved except for proof of address and I sent my pay slips and the tax notice from the employment agency and from my tax advisor where you can read my address and my name. After contacting support several times, it still didn't help. Every time, just before an answer, they supposedly have a "shift change" and someone else sits down again in my chat and no one can help me. I can't upload new documents or it won't be accepted.
Automatic translation:
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3 weeks ago
Thank you very much for your reply, IK4114. 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.
