The player from Germany is struggling to complete KYC verification in the casino. The player confirmed the issue was resolved.
Vegadream Casino - Player's experiencing difficulties completing account verification.
Amount: €3,000
Vegadream Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
The payout will not be processed further although I have already sent all possible documents. In the live chat you are always put off or you should send some documents again.
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1 year ago
Dear premium1956,
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.
Could you please advise which documents you have already provided and when exactly did you send 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,
Tomas
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1 year ago
Translation
There are demands for documents here that I don't have. The casino wants gas, electricity, water, rent, landline, tax bill, everything I don't have. I can't show the first five mentioned because everything is billed to my brother, we live in the same room House. The tax assessment is not at all possible because it comes in the middle of the year because the period of 3 months has been exceeded. I had to photograph the bank statement from my cell phone, I only have online banking and have no idea how I should do it otherwise. The whole thing is supposed to be at all someone understand because I've been verified before and got a payout. I didn't know that you have to verify yourself again after each payment request. The only thing I can do is get a registration certificate from the city and hope that this will be accepted.
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1 year ago
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I have now sent an address confirmation from the registration office to the Vegadream Casino and am very curious whether this confirmation will be accepted.
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1 year ago
Translation
The payout went quickly, the Vegadream Casino has now agreed to a payout and transferred the amount.
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1 year ago
I am glad to hear that solution worked and that you were able to withdraw your funds, premium1956.
I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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