StayCasino - Hráč má problémy s ověřením.

I opened the gaming account on April 20, 2021 and attached all the documents necessary for the verification of the same or the front / back ID and proof of residence through a Hype bank account, I state that I previously verified another similar account with Abo Casino within a few minutes without some problems (note that the owner company is the same!). To date, after 2 months, still seeing the pending documents without justified reason, I asked for information through an agent in chat that I was able to find after many attempts in the previous days (I never found anyone). Not only have the documents not been verified but the agent asked me for a selfie with my ID without justifiable reason, using the excuse that my ID could not be seen well when you can see it very well, so much so that I opened with the same documents used for Abo casino and more (I have several accounts with Checkers NV). I asked to verify the attached documents and the agent replied that without my selfie he could not verify the other documents ... first time I have to discuss with a person who should assist and not create problems during the verification phase. It is not clear the reason for this blackmail when with other casinos on the same platform it was enough to upload my ID and proof of residence. All this is unjustified considering that in exceptional cases a possible selfie is requested for further verification and following any suspicion.

Ho aperto il conto gioco il 20 aprile 2021 ed allegato tutti i documenti necessari per la verifica dello stesso ovvero fronte/retro ID e prova della residenza tramite conto bancario Hype, premetto di aver precedentemente verificato nel giro di pochi minuti altro conto simile con Abo Casino senza problemi alcuni (da notare che la societá proprietaria é la stess!). Ad oggi, dopo ben 2 mesi, vedendo ancora i documenti pendenti senza giustificato motivo ho chiesto lumi tramite agente in chat che sono riuscito a trovare dopo molti tentativi nei nei giorni precedenti (non trovavo mai nessuno). Non solo non sono stati verificati i documenti ma l'agente mi ha chiesto senza giustificato motivo un selfie con il mio ID campando la scusa che il mio ID non si vedeva bene quando invece si vede benissimo tanto é vero che ho aperto con gli stessi documenti usati per Abo casino e non solo (ho diversi account con Dama NV). Ho chiesto di verificare i documenti allegati e l'agente mi ha risposto che senza il mio selfie non poteva verificare gli altri documenti... prima volta che mi tocca discutere con una persona che dovrebbe assistere e non creare problemi in fase di verifica. Non si capisce il motivo di tale ricatto quando con altri casinó della stessa piattaforma é bastato caricare il mio ID e la prova della residenza. Tutto questo é ingiusitificabile considerando che in casi eccezionali si chiede un eventuale selfie per ulteriore verifica e dietro eventuale sospetto.

Dear Nemokid,

Thank you for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Every casino is unique and requires different documents from the player. Asking for a selfie with an ID is more than common.

I would recommend you to fully cooperate with the casino and provide all the necessary documents and in a sufficient quality as soon as possible.

Please keep us updated and let us know if there is anything new so we can proceed with this complaint accordingly. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I reluctantly provided my selfie with ID as a matter of principle, also I don't like being made fun of with far-fetched excuses (unreadable photos when they are not), as I have several casino accounts operating on the same platform game (Checkers NV and same ownership on Abo Casino) and no one I say no one had ever asked me for this procedure for no reason, as the same documents have always been accepted within minutes. This procedure is generally reserved in case of fraudulent suspicions ... however I sent the requested document and clearly there were no problems verifying my account.

Regards.

Ciao Kristina,

ho fornito malvolentieri il mio selfie con ID per una questione di principio , inoltre non mi piace essere preso in giro tramite scuse campate in aria (foto non leggibili quando non lo sono), in quanto ho diversi account con casinó che operano con la stessa piattaforma di gioco ( Dama NV e stessa proprietá su Abo Casino) e nessuno dico nessuno mai mi aveva chiesto senza motivo tale procedura, in quanto gli stessi documenti sono sempre stati accettati in pochi minuti. Tale procedura viene riservata generalmente in caso di sospetti fraudolenti... comunquesia ho inviato il documento richiesto e chiaramente non ci sono stati problemi nel verificare il mio account.

Saluti.

Thank you for your reply, Nemokid. Since you provided the required selfie - did the casino approve it? Has there been any news regarding your verification?

Yes, the bill was ultimately verified with no small problems compared to many other casinos of the same group.

Regards.

Si, il conto alla fine é stato verificato non con pochi problemi rispetto a molti altri casinó dello stesso gruppo.

Saluti.

Great, I am happy to hear that you managed to pass the verification successfully. Since the main issue of this complaint has been resolved, do I have your permission to close it? If there is anything else I could help you with, please do not hesitate to let me know.

Of course yes!

Regards.

Certo che si!

Saluti.

Thank you for your confirmation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.