Woocasino - Player’s struggling to complete KYC verification.

Dobrý den, uz pres mesic se snazim situaci vyresit. Poslala jsem svou novou visa kartu byla mne zamitnuta i potvrzeni z uctu o vkladech take zamitnute, prijali pouze obcansky prukaz. At poslu jakykoliv doklad zamitnou. Pritom prvni vyhru proplatili a kdyz doslo k dostani nove karty sporitelny nic nejde. Dcera se tesila na novy pokoj

Dear Marie,

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. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Could you please advise which payment method you have used to deposit funds into your account?

Thank you in advance for your reply.

Best regards,

Petronela

Dobrý den.chapu ze bezpečnost je důležitá problem nastal když mne sporitelna vydala ke stejnemu uctu novou. kartu kterou zamitli.poslala jsem i potvrzeni o zaplaceni popelnic ktere chteli aby tam vydeli stejnou adresu jak vobcance.vypis zuctu ke kteremu je karta.potvrzeni ze pladby znej chodi woo kasinu .vsechno zamitle.kdyz jim napisu co tedy jeste chteji a at odpovi na emeyl nic

zadala jsem je dvakrat.opravdu nechapu kdyz ucet je stejny ipladby znej zamitaji .tak uz fakt nevim co chteji.pripada

mne to schvalne vzdyt uz snad vetsi dukazi snad nemohu dat.Dekuji ze to resite. ***

Dear Marie,

Do I understand correctly that you have been depositing with old card and now a new one has been issued to you? Have you placed any deposits with a new one?

Rozumíte dobře,vkladala sem na starou i vyhru mně vyplatili.Pak mně spořitelna poslala poslala novou,protože došlo k utokum hekru na učty,tudiž se z bezpečnostnich duvodu udělala karta nova,z ktere jsem take vkladala to jsem mohla ale vyber ne ikdyž jsem novou kartu ofotila aposlala byla mně zamítnuta,i vyfoceny vypis z meho učtu o vkladu.

Thank you very much, Marie, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Marie,

I looked at your complaint and will do my best to help you. I would like to invite Woocasino into this conversation. Can you specify where is the problem with player’s verification process, please?

We would like to ask the Woocasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of Woocasino. We received the following message:

Hello, we apologize for the delay in responding. We would like to provide clarification on your question. Unfortunately, the player did not provide the necessary documents. We also required an explanation about the duplicate account and answers to other clarifying questions. We will be happy to continue cooperation as soon as all issues are clarified. Thank you for your understanding!

Dear WooCasino representative, would it be possible to provide any evidence of the duplicate accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter!

Please be advised that all the necessary proofs have been sent to your email. Please check your mail and if any further information or clarification is required, we will be happy to help.

Thank you for your co-operation!

Thank you for providing me with the information Woocasino representative.

Dear Marie, the casino has provided me with evidence of multiple accounts. I strongly advise against such behaviour in the future as it can lead to similar situations. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter