Big5Casino - Hráč kritizuje zdlouhavý proces ověřování.

Hello, I registered at Big5casino at the beginning of the year and successfully made over 600 euros by depositing 10 euros. Now my verification has been pending for more than 3 weeks. When I ask when my account will be verified, the same message comes over and over again, I should wait.

More and more documents were requested. So my feeling tells me something can be wrong. I ask for help

Hallo ich habe mich Anfang des Jahres bei Big5casino angemeldet und erfolgreich durch Einzahlung von 10 Euro über 600 Euro gemacht. Nun steht meine Verifizierung seit mehr als 3 Wochen aus. Auf meine Frage wann den mein Konto verifiziert wird kommt immer und immer wieder die selbe Nachricht ich solle doch warten.

Es wurden immer mehr Dokumente eingefordert. Sodas mein Gefühl mir sagt da kann doch etwas nicht stimmen. Ich bitte um Hilfe

Dear assino52,

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.

It’s quite usual for this process to take a couple of working days to be fully completed.

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

Dear assino52,

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.

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.