Whamoo Casino - The player struggles to verify his account.

I uploaded all docs needed for verification. They approved it. But needed more to declare my where abouts. They got a pdf from the Tax agency. But want more yet.

Gas bill etc.....

So they erased my docs on the profile

If you receive a pdf from s lands tax Agency. It's 100 💯 valid.

There must b a new law. On all these mother fucking casinos.

Send in all docs to the casino so they can verify you. If it doesn't goes through???? You can't deposit and play.

Must be there other way as well.

If you deposit You must be approved first. Like the withdraw session.

So here I am.

They email my and call me Johanna. My name is Mike.

Hello Kentcanon,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Whamoo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise which documents have been approved already and which one got rejected? Did they specify what is the issue with the rejected ones? How long have been the verification ongoing?

Looking forward to your answer.

Regards,

Nick

I received an email that. My docs where ok, but the removed it anyway😁.

I don't know man. This is NOT a Trusted casino.

What do you mean by removed? What did they removed?

They took all of my docs.

Suppose to upload again maybe 🤔

Hello Kentcanon,

Could you please advise if you uploaded the documents again or if there's been any update since your last post?

Dear Kentcanon,

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.

I uploaded my info from my lands tax Agency.

That was not approved.

They want a paper bill. We don't use them in my country anymore.

That's why.

One other thing i noticed. Is that they take 24!house pause before they work on your withdraw.... WHY WHY.

Well we all know why🧐

Thank you Kentcanon for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Kentcanon,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Whamoo Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure?

Thank you.

Best wishes,

Tomas

Hi Tomas,

Thank you for letting us know about the complaint you've received and giving us an opportunity to respond.

I think that KentCanon may have lodged his complaint a little prematurely, as within 3 hours of the email they reference, we'd sent another email letting them know that all of their documents were accepted.

We didn't have any issue with the uploaded documents, nor did we ever erase them in accordance with our Privacy Policy. All of the uploaded documents were received by the security partner we use to keep our players' sensitive data secure - HooYu.

Our Payments Team simply asked the player to wait for us to manually verify the account as KentCanon had started the verification process multiple times. Player initiated the verification process at 10:41 on 22/11/2022 and we advised the player that all documents were accepted at 14:17 on the same date, which is pretty quick, I hope you agree.

KentCanon has also mentioned that we have a 24 hour pending period before processing withdrawals. This is pretty standard amongst online casinos given that we have AML laws to comply with, KYC reviews and gameplay checks, although usually we do all this in less than the 24 hours and process our withdrawals quicker, despite the Terms and Conditions that our players agree to and our Withdrawal Policy stating that we can take this long.

We have not received a complaint from the player, which is what leads me to believe the complaint was posted a little prematurely to you as we'd resolved the KYC issue within a couple of hours. Please let us know if we can help in the future.

Thank you, Whamoo Casino, for explaining the situation.

Dear Kentcanon,

Could you please confirm that your account is indeed verified? If that is the case, does it mean that the matter is now resolved?

Kind regards,

Tomas

Dear Kentcanon,

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.

They removed my uploaded docs, and told me to upload them again. So i have NOT done that.

But we can close this now.

By the way.... It may be standard for some casinos to wait 24 hours before they pay out.

Thank God that more Casinos do that within 1-2 hours now.

Casinos that wait 24 hours and longer will NOT stand a chanz in the future.

That s for sure.

Anyway thx for the support both of you 💪👍

Thank you, Kentcanon, for your reply.

Unfortunately, as you have decided to stop seeking a resolution, I’m afraid there’s nothing more we can do, and I will now reject your complaint.

Please do not hesitate to contact us in the future. We are here to help.

Kind regards,

Tomas