CoinKings Casino - Proces ověření hráče je zpožděn.

An anonymous casino where I played requested verification. These casinos all love to verify your address through utility bills. But, as many in Russia know, our bills are not tied to the owner or residents. Naturally, 15 years ago, my mother paid for everything, and the bills still come in her name. I tried to explain this to the casino a thousand times. Many casinos understand, but not this one. I sent them both electronic and paper utility bills (photos). I sent them two bank statements showing my name and address. I sent them a certificate from the Ministry of Internal Affairs of Russia confirming my registration, and I sent them a cadastral extract. No, they insisted on the utility bill. Then they asked for an Internet or mobile phone bill. But in Russia, we don't receive bills for these things. We just pay online with a card through the bank's website or app. And they don’t care about this. They insisted on the utility bills, even though I don’t understand why a utility bill is better than a certificate from the Ministry of Internal Affairs! It can't get any more serious than that.

In general, it’s unlikely this casino will ever appear here, but I must protect Russian players from this experience. Maybe it will be helpful to someone.

Анонимное казино, в котором я играл. Потом они затребовали верификацию. Все эти казино очень любят верифицировать адрес по коммунальному счёте. Но, как многие в России знают, у нас имя счёте вообще никак не привязано к владельцу или проживающим. Ещё лет 15 назад, естественно, моя мать платила за всё, и счета так и приходят на её имя. 1000 раз пытался объяснить это казино. Многие казино понимают, эти - ни в какую. Я присылал им и электронный счёт и бумажный (фото). Я присылал им 2 банковские справки, где есть моё имя и адрес. Я прислал им справку от МВД России о моей прописки, я прислал им кадастровую выписку. Нет, упёрлись в счёт. Потом запросили счёт за Интернет и мобильный телефон. Но в России нет счетов за этих вещи. Платим и платим себе карточкой онлайн через сайт или приложение банка. И им без разницы на это. Упёрлись в счета свои, хотя я не понимаю, чем счёт лучше чем справка из МВД! Куда уж серьёзнее.

В общем, вряд ли казино тут появится когда-либо, но обезопасить русских игроков от этой истории обязан. Может кому-то будет полезно.

Dear karpovrussia,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your home address seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?

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

Of course! I provided them with:

1) A certificate from the Ministry of Internal Affairs

2) Cadastral extract

3) Two (!!!) different bank statements

I am ready to go on video call or rent my own house. Many casinos are fine with the fact that there may be relatives on the utility bill. Agree, if, say, 3 people live in the house, they cannot have a separate bill. There will be one for one. And all casinos understand this and accept the documents. These ones just decided to screw me over, and, unfortunately, you can't do anything in the gambling business. Even their licensee didn't respond to my complaint to them. Players are powerless creatures.

Yes, I forgot to write, it's just a matter of the address. And as I said, other casinos understood this.

Identity verification was done online. You may know that casinos now use a service where you upload documents (passport or driver's license), take a selfie and everything is ok. This stage is always easy. And here it is the same. But they got stuck at the address.

Конечно! Я им предоставил:

1) Справку из МВД

2) Кадастровую выписку

3) Две (!!!) разные выписки из банка

Я готов хоть на видео связь выйти, хоть дом свой снять. Многие казино нормально относятся к тому, что в квитанции коммунальной могут быть родственники. Согласитесь, если в доме живут, условно, 3 человека, у них никак не может быть отдельной квитанции. На кого-то одного будет. И все казино это понимают и принимают документы. Эти просто решили меня кинуть, и, к сожалению, в игорном бизнесе ты ничего не сделаешь. Даже их лицензиат ничего не ответил на мою жалобу им. Игроки - бесправные существа.

Да, забыл написать, дело только в адресе. И как я сказал, другие казино это понимали.

Проверка личности проходила онлайн. Может быть знаете, сейчас казино используют сервис, где ты загружаешь документы (паспорт или водительское удостоверение), делаешь селфи и всё ок. Этот этап всегда проходит легко. И тут так же. А вот на адресе застряли.

Thank you very much for your reply, karpovrussia. 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.

I forwarded it to email via the button. It's more convenient. It seems to contain all the correspondence, not counting the chats on the site itself.

Thank you very much, karpovrussia, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi karpovrussia,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your address. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear CoinKings Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify the reason for rejecting three alternative documents the player provided to verify his home address.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Hello,

thanks for contacting our support here.

Will check and revert.

Best regards,

support

By the way, I updated the address certificate from the Ministry of Internal Affairs so that the date was more recent) if necessary, I can send it. I still want to go change the contract with the housing department so that the bills come in my name, but I don't have time yet.

Dear karpovrussia, I was informed by the casino representative that they would pay out the remaining balance to you as soon as they have your valid LTC wallet address. Other details about your account are not clear, but I hope we'll get more information soon.

It's strange, of course) but let it be so. Where should I send it? Can I send it directly here or by mail?

Это странно, конечно) но, пусть так. А куда мне его прислать? Могу прям сюда или на почту?

Dear karpovrussia, it is better if you connect with the casino support directly and provide them with the requested data. Alternatively, you can post it here and I'll forward it to the casino representative.

I wrote to them and I'm waiting.

Написал им, жду.

Dear karpovrussia, can you please specify what exactly crypto wallet you use? I'll pass this information on to the casino representative asap.

What do you mean by "which crypto wallet?"

Maybe I didn't understand because of the translation.

I accept LTC (litecoin) at: ltc1qffhksxlc5retea0f96zu2qzlh69lh2kx8nc44s

And so, the wallet specifically, I use SafePal) I always sent funds to this casino through it.

I confirm that the casino did not respond to my letter. I sent them a link to this topic, so that they would understand who was writing.

Что вы имеете ввиду под "какой криптокошелек?"

Может быть я не понял из-за перевода.

LTC (litecoin) я принимаю по адресу: ltc1qffhksxlc5retea0f96zu2qzlh69lh2kx8nc44s

А так, кошелёк именно, я использую SafePal) через него всегда отправлял в это казино средства.

Подтверждаю, что казино мне не ответило на письмо. Я им кидал в том числе ссылку на этот топик, чтобы они поняли, кто пишет.

Dear karpovrussia,  I have just been informed by the casino representative that the money was paid out to your LTC wallet, can you please confirm receiving the funds?

According to them, your account was re-opened, do you have a full access to your player's account now?

Hello! Yes, the money was sent and the account was opened.

Thank you! I just didn't get it, the casino opened my account, which means they accepted my documents and I can play there? I've already gotten used to them somehow.

Здравствуйте! Да, деньги прислали и аккаунт открыли.

Спасибо! Только я не понял, казино открыло мой аккаунт, значит, они приняли мои документы и я могу у них играть? А то я уже даже как-то и привык к ним.

Thank you for the confirmation, karpovrussia, I'm glad to hear that the issue was finally resolved. I assume that from now on you can continue using your player's account with no problems.

I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation! If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia  

Casino.Guru