The player from Italy is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.
Two-Up Casino - Player’s struggling to complete account verification.
Amount: A$31.94
Two-Up Casino
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
KYC PROCEDURE PENDING FROM THE MONTH OF JUNE, GAME ACCOUNT STILL NOT VERIFIED DESPITE NUMEROUS SOLICITIES
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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 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 takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
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3 years ago
Translation
I deposited via bitcoin, sent my driver's license and proof of my address (bank account). They also ask for my bank details for the withdrawal (I don't have to make a withdrawal!). They insist on calling me on the phone when for my privacy I prefer to check my account in chat as I have always done with all the Australian RTG casinos.
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3 years ago
Dear Nemokid,
If you have been asked to go through a verification call I'd strongly recommend cooperating with the casino fully.
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3 years ago
Translation
The request to call a customer on the phone is illegitimate, they can easily verify my data via chat operator as has already happened in many other Australian casinos where I hold my gaming accounts! To date, no legislation is envisaged in this regard and the game account is verified with the acquisition of the identity document and proof of the address + possible selfie ID of the customer. The phone call infringes the customer's right to privacy therefore the account can be verified with the aforementioned alternative method. Greetings.
Edited
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3 years ago
Dear Nemokid,
As you are an experienced player, I'm sure you know that all different ways to verify your casino account may be required:
- Skype verification
- Phone verification
- Selfies with personal documents
- Selfies with casino website in the background
- Selfies with written messages including date and signature
Please understand that every casino is different and has its ways to make sure that the funds are sent to a legitimate owner. Once again, if you have been asked to undergo a verification call, the only thing I can recommend is to cooperate fully.
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3 years ago
Translation
Maybe I have not explained myself well, I do not have to make any withdrawals but simply verify a game account! The KYC verification consists in presenting an identity document + proof of address. The insistent phone call infringes the privacy principle regulated by a specific law, therefore this insistent request is illegitimate. Basically, if a customer does not want to be disturbed, however, the account must be verified as per the online game rules! Identification is carried out exclusively with photo and document in hand, stop. All my open gaming accounts have always been verified without any tax calls therefore I do not see why this casino insists on this methodology (certainly not for security reasons because it would not make sense!). CAN I NOT BE DISTURBED BY PHONE AND VERIFY MY DATA AS ALWAYS HAPPENED OR WITH ID + PROOF OF MY ADDRESS? WHAT IS AN UNPROVED PHONE CALL FOR, CERTAINLY NOT TO IDENTIFY A CUSTOMER. FOR THE VERIFICATION OF THE DATA IT IS POSSIBLE TO DO IT IN CHAT CONFIRMING THE SAME AS ALREADY HAPPENED FOR OTHER CASINOS.
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3 years ago
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Update as of 11/12/2021:
I received an email in which they told me how it was possible to verify the game account in chat, they asked me for the bank details of my current account even if I do not have to make any withdrawal as I have not won anything at the moment (they accept deposits via bitcoin but it is not clear to me if the withdrawals can be made with the same method, I assume not at this point). However, by entering the chat again last night I was able to complete the verification of the account. I therefore request that this complaint be closed as resolved.
Yours sincerely.
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3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Nemokid, for your cooperation and confirmation, and please don’t hesitate to contact us 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
