Simple Casino - Hráč má potíže s dokončením ověření účtu.

Dear Casino Guru,

I was on a perfectly ordinary normal day gambling to entertain myself. Later that day when I wanted to pay out my money, that didn't work. My account was closed from the casino, but was able to login with a message asking me to verify (KYC). I understand that this is necessary and of course I have no problem with it.

Only I have been waiting for 4 months now for this process to be completed.

When they need documents I will of course send them to you, after having approved it they will ask for extra again and this has been going on for 4 months. I want to be able to withdraw my money and I am leaving the casino as soon as possible because this is really not fun to play.

Time when it is viewed or approved no idea from the casino side. What is being told is that you have to wait but until when. this really bothers me.

Hopefully you can help me with this.

Adnan

Dear Adnan,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Hello,

i know it is important, but it takes a while to complete i am now 4 months further still nothing recieved ignore my mails

live chat dont say exactly time to complete this verification

Thank you very much, Adnan, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Adnan,

I looked at your complaint and will do my best to help you. I would like to invite Simple Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hello Adnan and CasinoGuru,

We do everything we can to ensure customers enjoy playing with us and where some aspects of withdrawals are slower due to requirements of regulations and internal policies, we apologize that this can impact player experience. We always do our best to minimize this impact for players. We, as a principle, do not discuss the details of the individual cases of players in public forums.

Kind regards,

Simple Casino

Best simplecasino,

i waiting like 4 months for this verification case.

you know for me it s a lot of money i want to withdraw it.

i takes 2 weeks for checking my last document stil no reply

Dear Simple Casino,

you haven't answered my question. If you won't respond I'll be forced to close this complaint as unresolved. If you want to discuss this internally, here is my email address: viliam.v@casino.guru.

We would like to inform you that we have paid out the balance and informed the customer accordingly. If there are any further questions we strongly recommend Adnan contact our customer support directly, as we cannot disclose any further details in the forum.

Best regards,

Simple Casino

Dear Adnan,

should I consider this case as resolved?

Yes

Dear Adnan,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru