The player from Austria had encountered difficulties with the casino's KYC process, which had continually demanded new documents for verification. The casino had requested a notarially certified copy of her ID, which she had found challenging and expensive to obtain. However, after she had obtained the notarized ID, her issue was resolved, and she had received her payout. The Complaints Team had then marked the complaint as 'resolved'.
Weltbet Casino - Player struggling with demanding KYC process.
Amount: €3,800
Weltbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello,
The casino is refusing to accept my KYC or keeps demanding new documents.
I attempted to make a withdrawal and verified my ID using a camera - confirmed
My payment method - verified and confirmed
Then a selfie with my ID - verified and confirmed
Then a selfie with my driver's license - verified and confirmed
Now they want me to send a notarially certified copy of my ID.
This is really going too far.
Firstly, it's not easy to get an appointment for this, and secondly, it comes with additional costs which I find totally unacceptable.
Please help me resolve this issue
Automatic translation:
Public
Public
6 months ago
Dear spiker43,
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.
Do I understand correctly that this is the only document you have not provided so far? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
Public
Public
6 months ago
Dear spiker43,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
6 months ago
Translation
Hello,
excuse me.
finally was paid out after I went to the notary
Automatic translation:
Public
Public
6 months ago
Dear spiker43,
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 any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
