Wisho Casino - Player’s struggling to complete the account verification.

Olen tekemässä ensimmäistä kotiutustani 300€, ja kasino pyytää vahvistamaan tilini. Olen lähettänyt heille kuvan ajokortistani, jota he eivät suostu hyväksymään, koska kortissa on pieni halkeama (ei puutu kulmia yms.). He väittävät että he eivät voi manuaalisesti hyväksyä noita, vaan että kaikki menee automatiikan kautta. Pitäisi siis lähteä tilaamaan uusi ajokortti tai passi että saa rahat heiltä ulos.

Dear Joona,

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 providing a picture ID seems to be the obstacle standing between you and your winnings?

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

Hei. Minulla on kuvallinen henkilöllisyystodistus, josta olen lähettänyt kuvan kasinolle. He väittävät että ajokortissa oleva pieni halkeama estää henkilöllisyyteni vahvistamisen.

Could you please forward a screenshot of your Driving License along with any relevant communication? My email address is petronela.k@casino.guru. Do you have an option to provide any other picture ID?

Toimitin sinulle kopion ajokortistani. Ajokortti on tällä hetkellä ainoa voimassa oleva henkilöllisyystodistukseni.

Thank you very much, Joona, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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.

Hello Joona!

From now on, I will take care of your complaint. I would like to invite representatives of Wisho Casino into this complaint in order to help us resolve the verification issue.

Hello!

We contacted the experts from Sumsub Services. Unfortunately, if the service does not pass this document, neither can we.

The document is practically ripped in half, and no financial institution can accept it in such a condition.

We asked for information about state services for issuing documents in Finland - it turns out that now almost all restrictions are lifted, you can change the document to a new one or order a new passport, which is outdated.

Also in Finland, there are ID cards. This card is also suitable for verification.

The issuance of new documents can take time, we understand that. You can set restrictions on your account - in your personal cabinet. Also, you can go to the chat, explaining the situation. In this case, you can get a block until you do not provide a valid document.

Regards

Andrei

Dear Andrei and Wisho Casino,

The player has provided us with a photo of his driver's license and upon carefully looking and examining the document, we have come into conclusion, that the damage is very insignificant and all the relevant data are undamaged and easily readable. With that said, we strongly believe that there is no reason for this particular document to not being accepted.

I would like to ask you to provide us with a statement from Sumsub Services so we can better understand reasoning behind this. Please let me kindly ask you to provide the aforementioned statement to my email address: 'martin.d@casino.guru'.

We are looking forward for your answer.

Hello!

Video evidence has been sent to the email:

martin.d@casino.guru

Thank you!

Dear Joona!

After receiving the evidence from the representatives of Wisho Casino and one more careful examination, we have concluded that the best way to resolve your situation would be to make sure you meet the requirements of the casino representatives. Although the damage on your document is not that severe, since all the details are readable, for the best and safest resolution for all sides involved it would be the best to provide them with undamaged and valid documents.

I would appreciate if you'd inform us about any future development in your case.

Hello Joona!

We have not heard from you for a while, was your issue resolved? We are extending the timer by 10 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.