The player from Austria is experiencing difficulties verifying her account. The issue was successfully resolved.
Two-Up Casino - Player’s struggling to complete the account verification.
Amount: $770
Two-Up Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I have been waiting for more than 2 weeks for you to verify my account. All documents have already been sent 2 times and you will always find something that doesn't fit and after each e-mail I have to wait 4 days again I paid in with a credit card and sent all documents . I also used another credit card, but it has already been destroyed because it was hacked, then made a new credit card and paid in with the new one. I sent all the documents from the new credit card, but you always want the documents from the old credit card but there is no longer there is only a delay in the payment I also wrote in the chat but in the chat I am told he has no access to my account then I have already written some e-mail and am still waiting for an answer please help me thank you.
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3 years ago
Dear Violeta,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Firstly, I’m sure you understand that I don’t work for the Two-Up Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.
Secondly, 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. None of the serious and licensed casinos takes KYC lightly.
Do I understand it correctly that verifying your old bank card seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Is it your first withdrawal attempt in this casino?
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
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3 years ago
Translation
hello yes that is the only problem you always want the data from the old credit card but this card has already been destroyed but paid in with the new card and also sent all the necessary documents. tried to clarify this in the chat only i was told he was in the chat has no access to my casino account. I have already written an e-mail, then each time I have to wait 4 days until I get an answer and then ask for the same documents from the old credit card.
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3 years ago
Thank you very much, Violeta, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Violeta,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Two-Up Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Thank you for contacting us.
Please, be kindly informed that because closure reason of your card was "Hacked" we had to make sure that deposits which you made with our Casino were not disputed by your bank. That is why we required proof which states that there were no disputed transactions with this card.
However, we received notification from our Finance team that they are ready to make an exception for this document, and will contact you soon via email.
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3 years ago
Translation
hello the documents have now been approved and i have now paid out just wait for the payout! hope that everything is going well now and I get the money!
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3 years ago
Hi all, thank you both for your replies.
Violeta, please let me know when you receive your funds.
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3 years ago
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hello no unfortunately I still haven't got the money, thank you for asking
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3 years ago
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I wouldn't give the casino a very good reputation. I waited 3 weeks for you to approve the account and that only because you wrote and now I've been waiting for the payout for over a week. So if you have 1 month or maybe even longer because I have the money I don't have to wait I would not say the casino is good rather a bad casino for me. It was now 11:30 am 02/03/2021 in the chat normal is payment with bank account 7 working days today is the 7th day and now in the chat you say 7 days until the approval and now I have to wait 5 to 10 working days until I get the money in the bank account I have that is everything else like a good casino will certainly no longer deposit there and also no advise to deposit there.
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3 years ago
Hi Violeta,
The rating of the casinos listed on our website is based on a variety of factors, so right now, the overall rating of the casino is very good. If more factors change, the rating will change as well. Has there been any news regarding your withdrawal?
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3 years ago
Translation
hello yes thank you got the money yesterday everything is done thank you but would not find it bad if the duration of a payout counts for the evaluation or that you write it down
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3 years ago
Hi Violeta,
If this wasn't just an isolated incident, we will mention it in the review. 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
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