Win MaChance Casino - Hráč se snaží dokončit ověření účtu. Snažili jsme se kontaktovat kasino, ale z jejich strany nebyla žádná reakce, takže jsme byli nuceni stížnost uzavřít jako nevyřešenou.

After a week of waiting for my withdrawal to be approved I went to support to ask what was going on. They demanded one more document that had already been sent and approved. I sent. The next day (today) I accessed the account to verify that the withdrawal process was complete and my account had been blocked for "security reasons". I started a chat and they just say that I didn't comply with some point of the regulation but they can't say which.

Após uma semana à espera que o meu levantamento fosse aprovado recorri ao support para perguntar o que se passava. Exigiram mais um documento que já tinha sido enviado e aprovado. Enviei. No dia seguinte (hoje) acedi a conta para verificar se o processo de levantamento estava concluído e a minha conta tinha sido bloqueada por "razões de segurança ". Iniciei um chat e dizem apenas que não cumpri algum ponto do regulamento mas não sabem dizer qual.

Dear Anasabel,

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 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 Petronela

thank you very much for the quick response.

They didn't tell me what the reason was, but they unlocked the account. The documents are still all verified but the survey is not yet completed. My indignation has to do with the fact that it is necessary to re-check documents that have already been checked. And suddenly the account has been blocked. At the moment it is no longer and I will wait for the withdrawal to be successful. I keep you information obviously. Thank you once again. A great day!

Ola Petronela

muito obrigada pela rapidez na resposta.

Nao me informaram, qual o motivo, mas desbloquearam a conta. Os documentos continuam todos já verificados mas o levantamento ainda não está concluído. A minha indignação tem a ver com o facto de ser necessário verificar novamente documentos que já haviam sido verificados. E de repente a conta ter sido bloqueada. Neste momento já não está e irei aguardar que o levantamento seja bem sucedido. Mantenho-vos obviamente informações. Obrigada mais uma vez. Um óptimo dia!

Hello Anasabel,

Have there been any developments since our last conversation, please? 

Hello good afternoon.

unbelievably they said that the bill would not be verified yet because the proof of address (electricity bill) would expire on the 5th of August. Notice that I sent it on the 22nd of July and that I was told this on the 30th of July. Now the said account was still valid. They said the account had to be valid for 3 weeks…. It doesn't depend on me but on the supplier🙂)) to prove the address what matters if it's about to expire?!? It hasn't expired yet.... Anyway, I'm still waiting.

Olá, boa tarde.

inacreditavelmente disseram que a conta não estaria ainda verificada porque o comprovativo de morada (conta de eletricidade) iria caducar no dia 5 de Agosto. Repare que enviei no dia 22 de julho e que me disseram isto no dia 30 de julho. Ora a dita conta ainda estava válida. Disseram que a conta tinha que ter 3 semanas de validade…. Não depende de mim mas do fornecedor🙂)) para comprovar a morada o que interessa se está prestes a caducar?!? Ainda não caducou…. Enfim, continuo à aguardar.

Thank you very much, Anasabel, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Hi Anasabel,

I've just reviewed your case and am sorry to hear that you have to deal with such an issue. I'll try my best to help you by contacting the casino, and we'll see what can be done for you when the casino replies.

Dear MaChance Casino, I'd like to invite you to join this conversation and take part in the resolution of the player's complaint. Can you please share more information regarding the player's case?

I'm looking forward to hearing from you!

Kind regards,

Natalia

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Anasabel,

I apologize, but since we haven’t received any response from the casino regarding the issue, as per our policy we cannot continue resolving this complaint due to a lack of cooperation from the casino's side and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

Regards,

Natalia