Woocasino - Igrač se bori da dovrši provjeru računa.

I have several accounts with the gaming company Dama NV and each account was verified the same day without any problems except for this casino which once again informs me that the account cannot be verified as the license has expired. I have explained several times that the reading of the document is incorrect as it was renewed for another 10 years in 2012 by affixing a sticker with the new date on the back, but they really don't want to know to verify my account for a withdrawal that I want to do! Today I sent him a warning to comply via email in the hope that everything will be unlocked, the fact remains that this situation is not at all regular.

Ho diversi account con la societá di gioco Dama NV ed ogni account é stato verificato lo stesso giorno senza alcun problema tranne che per questo casinó che per l'ennesima volta mi comunica che l'account non puó essere verificato in quanto la patente é scaduta. Ho spiegato svariate volte che la lettura del documento é errata in quanto rinnovato per altri 10 anni nel 2012 tramite apposizione sul retro di un adesivo con la nuova data, ma non ne vogliono proprio sapere di verificarmi il conto per un prelievo che voglio fare! Oggi gli ho inviato una diffida ad adempiere tramite email nella speranza che il tutto si sblocchi, resta il fatto che questa situazione non é per niente regolare.

Dear Nemokid,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. 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 your Driving license is valid until the 9th of July 2022?

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

Thank you very much, Nemokid, 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 Nemokid,

I looked at your complaint and will do my best to help you. I would like to invite Woocasino 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 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’.

Hi Viliam,

unfortunately my account is still pending after a month with the documents uploaded and unjustifiably not verified.

Ciao Viliam,

purtroppo il mio account é ancora dopo un mese pendente con i documenti caricati ed ingiustificatamente non verificati.

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’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.

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.