The player from Italy has been asked to provide documents again, even though his account was verified in June. The issue was successfully resolved, the player's account was evetually verified.
Tsars Casino - Player is dissatisfied with verification process.
Amount: A$817.35
Tsars Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
ACCOUNT COMPLETELY VERIFIED IN JUNE 2021, SUBSEQUENTLY I HAVE FILED 4 (FOUR) TIMES, I WON AND REQUESTED THE WITHDRAWAL THAT I WAS DENIED FOR A NEW REQUEST FOR VERIFICATION OF MY DOCUMENT.
Automatic translation:
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3 years ago
Dear Nemokid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that every casino is unique and proceeds verification differently. There isn’t anything unusual if the casino asks for additional documents, especially if the player has not made any withdrawals for a long time.
Could you please confirm that you’ve provided all the necessary documents?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you very much in advance for your reply.
Kristina
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3 years ago
Thank you for your reply, Nemokid. Could you please provide the whole conversation?
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3 years ago
Thank you very much Nemokid for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi Nemokid,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Tsars Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
I inform you that I have resolved the matter independently, managing to re-upload my driving license which has been accepted. You can close the complaint, thank you! However, there is really no assistance in this case as well as incorrect information given to me.
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3 years ago
Good afternoon
We request additional documents when we are required to do so by payment systems or supervisory authorities, or when there is a suspicion of fraud.
The documents were checked yesterday, and the payment was processed as well. In my opinion - there is no problem.
If you have any questions, feel free to contact us!
Regards
Andrei
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3 years ago
Translation
Dear Andrei,
you asked for the same document verified and approved without sumsub in June! The assistance is non-existent and refers directly to your sumsub customer, downloading the problem on the same !! The application is limiting because it does not read Italian licenses renewed in 2012 and regularly valid on the contrary instead of when you repeatedly affirm. However everything went well but certainly not thanks to you.
Greetings.
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3 years ago
Hi all,
Thank you for your replies.
Dear Nemokid,
Even though I don't know what exactly the problem was, I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
