Black Magic Casino - Igrač se bori da završi verifikaciju računa.

I have sent my documents in, and they said that they need a copy of my ID that is legible. I have sent the same ID to several other online casinos, and they have no problem reading it. They have always seemed to have found something wrong with every piece of information I have sent in. They won't respond to my messages or emails. I would just like to be able to withdraw my money and I won't be back to this casino. If there is any way you can help me, I greatly appreciate it. This all started December of last year.

Dear Imachiz2,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process however, five months is an unusually long time.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Yes, I have sent in my ID several times and they said that they aren't able to read it. It is legible and there is nothing wrong with it. I don't know how else to send it. They claim that every document that I have sent in, there has been a problem with it. I just would like some help in just being able to request a withdrawal. This casino is the worst about this. I have googled it and other people are having the same issues. I have sent the same ID in for documentation at several other casinos and they never had a problem reading it.

Are you going to be able to help me? I have been waiting for a response for almost a week. Please let me know. Thanks so much.

Thank you very much, Imachiz2, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Viliam (viliam.v@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.  

Yes, I hope I am able to withdraw my money. Thanks.

Hello Imachiz2,

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

We would like to ask the Black Magic Casino 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’. Unfortunately, this Casino has no license so there is no legal authority that can help you solve the issue.

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 ask to reopen this complaint anytime.