Casinoin - Hráč se snaží dokončit ověření účtu.

Today, after winning a large amount of money, my website stopped working. It reports an error message of error 504. For over 12 days, the casino is also verifying my account, although I have sent all the necessary documents. To date, support has responded and even urged the security department to speed up the verification process. I have no information now what is going on. I don't know when, if or if the verification will happen and if the casino will take all the funds from my account. Please help.

Dnes, po vyhrání větší finanční částky, mi přestal web fungovat. Hlásí chybovou hlášky error 504. Již přes 12 dní též kasino ověřuje můj účet, ačkoli jsem zaslal veškeré potřebné dokumenty. Podpora do dnešního dne reagovala a dokonce urgovala security department, aby ověřovací proces zrychlila. Nemám nyní žádné informace, co se děje. Nevím, kdy, zda a jestli vůbec dojde k ověření a zda mi kasino nesebere veškeré finanční prostředky z účtu. Prosím o pomoc.

Dear davidbilek14,

Thank you very much for submitting your complaint. 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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Also, when exactly did you log in to your account for the last time?

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

Good day,

I can now access the account without any problems.

I provided

• information about both payment cards that were used for the deposit (1. photos of both parties, 2. provision of bank statements)
• a photo of my ID
• a photo of me holding both of the above documents - a payment card and an identity document, with an ongoing support chat in the background. I complied with the conditions 100%, I always provided the documents in the correct format with the help of support.

I provided the last document on 1/4/2023.

Dobrý den,

na účet se nyní již dostanu bez problému.

Poskytl jsem

• informace o obou platebních kartách, které byly použity pro vklad (1. fotografie obou stran, 2. poskytnutí bank statement)
• fotografii mého dokladu totožnosti
• fotografii mé osoby, jak držím oba výše uvedené dokumenty - platební kartu i doklad totožnosti, přičemž na pozadí byl probíhající chat s podporou. Podmínky jsem dodržel 100%, dokumenty jsem za pomocí podpory poskytl vždy ve správném formátu.

Poslední dokument jsem poskytl 4.1.2023.

Thank you very much for your reply, davidbilek14. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good day,

thank you for answer. I am sending to the e-mail specified by you.

Regards,

David B***

Dobrý den,

děkuji za odpověď. Posílám na Vámi určený e-mail.

S pozdravem,

David B***

I have sent the email from the email, which I used to register under at the casino. Hopefully you will find it and help me with the situation. Thank you in advance.

Hello, I just received an information that my account has been verified. I will let you know if I need any other help, especially with my withdrawals. I'm still not sure if they are gonna work correctly.

Dear davidbilek14,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I wrote to you that everything is fine. The account was successfully verified.

Dobrý den, psal jsem vám, že vše je v pořádku. Účet se podařilo ověřit.

Dear davidbilek14,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru