Lapilanders Casino - Hráč se snaží projít KYC.

The casino is not verifying my account and is delaying. The support doesn't help me any further and just leaves the conversation for no reason. No phone numbers and nothing by email.

Verification data was sent on Sunday and has not yet been processed and there is no end in sight.

Das Casino verifiziert meinen Account nicht und zögert es hinaus. Der Support hilft mir nicht weiter und verlässt einfach ohne Grund die Konversation. Keine Telefonnumner und per Email auch nichts.

Verifizierungs Daten wurden Sonntag abgeschickt und bis heute nicht bearbeitet und es ist kein Ende in Sicht.

Dear Nils,

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. Casinos don't have the luxury of being able to physically see all of the players and check their identification and documents. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Which documents have you provided, please? Have you provided all the required documents at once (last Sunday)?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Thank you very much, Nils, for your email. I am afraid that it can take a few days to fully review all documents. Since you only sent the last documents recently, I would recommend you wait for at least one more week, so the casino has enough time to go through all of them.

I will leave this complaint open, and if there is no development we will intervene. Please, keep us updated in the meantime.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Dear Nils,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.