Casinoin - Hráč kritizuje zdlouhavý proces ověřování.

I won 10,500 euros afterwards I tried to verify my account with great difficulty and after asking about 5-6 times this was then initiated.

I was told that I could continue playing because it took so long, so I did.

After that it was so that there were no more winnings and no more free spins, the 10,000 euros more or less just ran down.

It was dragged out so long that I couldn't pay anything until they were gone.

Ich habe 10500 Euro gewonnen ich habe danach mein konto mit Mühe und Not verifiezieren wollen auf ca 5-6 mal nachfragen wurde dies dann in die wege geleitet.

Mir wurde gesagt das ich weiterspielen könnte da es sich so lange gezogen hat hab ich dies auch getan.

Danach war es so das garkeine Gewinne mehr kamen und keine Freispiele mehr die 10000 Euro sind mehr oder weniger einfach so runtergelaufen.

Es wurde so lange hinausgezogen das ich nichts auszahlen konnte bis sie weg waren.

Dear Florian,

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.

Since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Florian,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, 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.