The player from Armenia is experiencing difficulties withdrawing his winnings due to ongoing account verification. The player confirmed his documents were verified and his winnings were paid out.
The player from Armenia is experiencing difficulties withdrawing his winnings due to ongoing account verification. The player confirmed his documents were verified and his winnings were paid out.
The player from Armenia is experiencing difficulties withdrawing his winnings due to ongoing account verification. The player confirmed his documents were verified and his winnings were paid out.
I got a free bonus for nominating their casino in Ask…. 200 free spin where it is indicated that the maximum withdrawal of money is 100 € so I fulfilled all the conditions of this bonus I uploaded the documents that they accept and from here the problem begins I sent a bank statement they say that the bank logo is missing I contact the bank they add the logo send a new document where the place of residence is clearly indicated and all the other data that is needed to confirm the address I send the answer again, unfortunately the documents that were sent are not accepted, you must send an extract from utilities, but in our country there is no such concept of these services, there is no other way to pay for utilities and it seems to me they specifically do not accept documents so as not to send my winnings, this is a violation on their part, because they accept this document. please help me get my winnings
Uploaded a screenshot of the list of accepted Documents
я получил бесплатный бонус за номинацю их казино в Ask…. 200 фри spin где указано что максимальный вывод денег 100 € таким образом я выполнил все условия данного бонуса загрузил документы которые принимают и уже отсюда начинается проблема я отправил выписку банковского счёта они говорят что логотип банка отсутствует я связывайся с банком они добавляют логотип отправляют новы документ где чётко указано место жительства и все остальные данные которые нужны для подтверждения адреса отправляю снова приходит ответ сожалению документы которые отправили не принимаются надо отправить выписку коммунальных услуг но у нас в стране этих услуг нету такого понятия нету здесь по-другому оплачивается за коммунальные услуги и мне кажется они специально не принимают документы чтобы не отправили мой выигрыш это является нарушением с их стороны потому что данный документ они принимают . прошу вас помогите получить мой выигрыш
Загрузил скриншот список принимаемых Документов
Dear xachdanielyan,
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.
Do I understand correctly that verifying the address of your residence is the last obstacle in completing the verification check?
Are you able to provide any alternative document that is delivered to your home address, such as a telephone bill or request confirmation of residence from local authorities? Did you try to explain your circumstances to the casino? Did they offer any recommendations?
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
Dear xachdanielyan,
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.
Do I understand correctly that verifying the address of your residence is the last obstacle in completing the verification check?
Are you able to provide any alternative document that is delivered to your home address, such as a telephone bill or request confirmation of residence from local authorities? Did you try to explain your circumstances to the casino? Did they offer any recommendations?
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
Hello, thank you for helping me with this issue. I understand all this that it is important to pass the test, well, I sent all the required documents, what is the problem? if they accept a bank statement I send a bank statement it says my address of residence the more accurate address in my passport is written what is the problem the most recent yesterday I asked the bank to send it to me and I sent it to the casino... unfortunately there are no other options to confirm the address utility bills there is no such concept in the country
Здравствуйте спасибо что решили помочь мне с этим вопросом. Я все это понимаю что важно проходить проверку ну я отправил все требуемые документы в чем заключается проблема ? если они принимают выписка с банковского счёта я отправляю выписку банковского счёта там написано мой адрес проживания тем более точный адрес у меня в паспорте написано в чем заключается проблема самый свежий вчера я попросила у банка отправили мне и я отправил это в казино... к сожалению других вариантов нету для подтверждения адреса выписка коммунальных услуг нету такого понятия в стране
I understand your frustration.
Before we contact the casino, could you please send me the most recent communication between you and the casino, so we have a clear picture of the situation? My email is tomas@casino.guru
I'll await your reply.
I understand your frustration.
Before we contact the casino, could you please send me the most recent communication between you and the casino, so we have a clear picture of the situation? My email is tomas@casino.guru
I'll await your reply.
It turns out a very curious situation, they sent me a letter that my document was accepted, but when I made a deposit, I wanted to put it on the output, an error says that the account must be fully verified, so if the missing document was accepted, then why is the account not verified to the end? I don't understand
Получается очень курьезно ситуация они мне отправили письмо что мой документ было принято но когда я сделал депозит хотел поставить на вывод выходит ошибка написано что аккаунт должен полностью верифицировать так если недостающий документ было принято то почему аккаунт не верифицирован до конца? Я не понимаю
Thanks for the updates.
Please understand that if you haven't made any deposit in the casino yet, the casino might request you make a minimum deposit in the casino in order to verify the payment method works.
I checked the casino website and I found this:
58.3.8 For no-deposit Freespins, Casino Chips and Free Bets awarded to players who have not previously made a deposit, a minimum deposit as well as a wagering of x1 (times one) the deposit amount is required, before the winnings can be withdrawn. Loyalty Casino Bonuses, Freespins, Casino Chips and Loyalty Sportsbook Bonuses and Freebets can be awarded only to fully verified players.
Did the casino inform you about the minimum qualifying deposit? Please let me know.
Thanks for the updates.
Please understand that if you haven't made any deposit in the casino yet, the casino might request you make a minimum deposit in the casino in order to verify the payment method works.
I checked the casino website and I found this:
58.3.8 For no-deposit Freespins, Casino Chips and Free Bets awarded to players who have not previously made a deposit, a minimum deposit as well as a wagering of x1 (times one) the deposit amount is required, before the winnings can be withdrawn. Loyalty Casino Bonuses, Freespins, Casino Chips and Loyalty Sportsbook Bonuses and Freebets can be awarded only to fully verified players.
Did the casino inform you about the minimum qualifying deposit? Please let me know.
Dear xachdanielyan,
I'm glad to hear that your issue has been resolved successfully. 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
Dear xachdanielyan,
I'm glad to hear that your issue has been resolved successfully. 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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