21 Casino - Hráč se snaží ověřit svůj účet.

I registered 1-5-20, I sent photocopies of my ID back and forth, I downloaded last month's mortgage account from e-banking in pdf format to verify my address, I also sent the visa card which I had taken photos with criteria half the characters. I won with the losses of 450 € the amount of 750 €, I asked to take the money 4 days ago and they tell me that I have not sent the identification documents, I tell them that I sent them many days ago and I send them again, I have 3 days and I am waiting from the account department to approve my documents or send me an informative email and they are useless, I talk in live chat and they tell me be patient they will answer you. Is it my fault that my ID is 20 years old and they don't accept it, I don't know what to say, they said in 48 hours they will have made an identification and nothing else.

Εκανα εγγραφη 1-5-20, εστειλα φωτοτυπια της ταυτοτητας μου μπρος πισω, κατέβασα τον λογαριασμο στεγαστικού δανείου του τελευταίου μήνα απο το e-banking σε μορφη pdf για εξακριβωση της διεύθυνσης μου, έστειλα και την καρτα visa την οποια ειχα βγάλει φωτογραφεια με κριμενους τους μισους χαρακτηρες. Κερδισα με τα απο χασιμω 450€ το ποσο των 750€, ζητησα να παρω τα χρηματα πριν 4 ημερες και μου λενε οτι δεν εχω στειλει τα δικαιολογητικα ταυτοποίησης, τους λεω οτι τα έστειλα πριν πολλες μερες και τους τα ξαναστέλνω, εχω 3 ημερες και περιμένω απο το τμήμα λογαριασμών να μου εγκρίνουν τα έγγραφα ή να μου στείλουν ένα ενημερωτικό email και είναι άφαντοι, μιλάω στο live chat και μου λενε καντε υπομονη θα σας απαντησουν. Μηπως φταιει που η ταυτοτητα μου ειναι 20ετιας απ τις παλιες και δεν την δεχονται, τι να πω δεν ξερω, αυτοι ειπαν σε 48 ωρες θα εχουν κανει ταυτοποιηση και ακομη τιποτα.

Dear Γιαννης,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure you understand that KYC (Know Your Customer) verification is a very complex process and it can take a few business days to review all of your documents.

We will contact the casino and ask for their cooperation to resolve this matter, but, before we do so, could you please forward any related communication to kristina.s@casino.guru? 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,

Kristina

Dear giannis400,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Sorry for the delay in my answer, the problem was solved, I sent my documents to the casino for the 3rd time, they finally accepted them, after 2 days they paid me the amount. So all is well, thank you for your interest.

Συγνωμη για την καθυστέρηση στην απαντηση μου, το προβλημα επιλυθηκε, εστειλα για 3η φορα τα εγγραφα μου στο casino, τελικά τα αποδεχθηκαν, μετα απο 2 ημερες μου κατέβαλαν το ποσό. Οποτε ολα καλα, ευχαριστω για το ενδιαφέρον.

Thank you very much for letting me know. As your issue has been successfully resolved, we will now close this complaint as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.