Casinoin - Igrač se bori da potvrdi svoj račun.

Hello I have a win about 5000 euros in this casino and they asked me to send my documents to verify my acc .. all good until here .. I send bank card id and selfie.. 4 days later they asked me to send passport.. I don’t have passport only ID card .. I’m starting to believe that I ll loose my money with them ... also in my ID card all info are also in English ( name last name age all ) an i ll never had problem at any casino with verification they doing this so you keep playing .... plz guru help

Dear Michail,

Thank you very much for submitting your complaint. 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 licensed casinos takes KYC lightly.

Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?

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

It’s ok with identification... now i keep trying to withdraw my win because I can withdraw only 2000 per day when all this it’s over I ll let you know to close the case ty btw casino guru

Perfect. Thank you very much, Michail, for the update. I will be waiting for more good news patiently.

Hello Michail,

Have there been any developments since our last conversation?

Dear Michail,

Have you received your winnings? We are extending the timer by 7 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 rejecting this case 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.