24K Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Good evening. I created an account and I am trying to withdraw my winnings as they do not accept my identification. They do not approve my Greek identity. There is no driver's license or passport available. Please help me.

Καλησπέρα σας .Έκανα λογαριασμό και προσπαθώ να αποσύρω τα κέρδη μου καθώς δεν δέχονται την ταυτοποίηση στοιχείων μου .Δεν εγκρίνουν την ελληνική ταυτότητα μου .Διαθέσιμο δίπλωμα οδήγησης η διαβατήριο δεν υπάρχει .Παρακαλώ βοηθήστε με.

Dear tsaknakek,

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.

Do I understand correctly that verifying your picture ID seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good evening again they rejected my withdrawal telling me that I have a duplicate account which is not valid I do not even understand what they mean. Also if my withdrawal is not accepted then the amount I deposited will be returned to me. I do not understand the reason why I can not withdraw My money .They tell me that I violated Article 13 .I have submitted that the requested item was accepted and the only problem is that I violated this article which I do not even know about the violation .I would like to sue the casino .I claim my winnings. I wasted time to be able to turn the required amount. Thank you

Καλησπέρα και πάλι απέρριψαν την ανάληψη μου λέγοντας μου ότι έχω διπλότυπο λογαριασμό πράγμα που δεν ισχύει δε καταλαβαίνω καν τι εννοούν .Επίσης αν δεν γίνει αποδεκτή η ανάληψη μου τότε να μου επιστραφεί το ποσό που κατέθεσα .Δεν καταλαβαίνω το λόγο που δε μπορώ να βγαλω τα χρήματα μου .Μου λένε ότι παραβίασα το άρθρο 13 .Έχω υποβάλλει ότι στοιχείο ζητήθηκε έγινε αποδεκτό και το μόνο πρόβλημα είναι ότι παραβίασα το συγκεκριμένο άρθρο το οποίο δε γνωρίζω καν περί τίνος παραβίασης .Θα ήθελα να υποβάλλω μυνηση στο καζίνο .Απαιτώ τα κέρδη μου .Σπατάλησα χρόνο για να μπορέσω να τζιραρω το απαιτούμενο ποσό .Σας ευχαριστω

Additional comments from the player:

"Good evening, I have withdrawn and verified you at the 24k casino and they do not accept my Greek identity card. I do not have any other document, diploma or passport. Can you help me? What can I send?"

Additional comments from the player:

"Καλησπέρα σας έχω κάνει ανάληψη και verification στο 24k casino και δε δέχονται την ελληνική ταυτότητα μου .Δεν έχω κάποιο άλλο έγγραφο δίπλωμα η διαβατήριο .Μπορείτε να με βοηθήσετε ? Τι μπορώ να στείλω ."

Thank you, tsaknakek, for your reply. I have checked the general terms and conditions and article 13 is very vague and without any further explanation from the casino, we won't be able to proceed. However, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

Good evening, no member of my family has opened and my email has not been used by anyone else. I have sent all my documents and even a selfie with my ID. I want to proceed with the complaint. Or open the subject again. I received from the first deposit and my active bonus which I had circulated as required. Then I provided all the supporting documents. The answer I received is that I accept a penalty because I violated Article 13 rule.

Καλησπέρα σας δεν έχει ανοίξει κανένα μέλος της οικογένειας μου και δεν έχει χρησιμοποιηθεί το μέιλ μου από κανένα άλλο .Έχω στείλει όλα τα έγγραφα μου ακόμη και σελφιε με την ταυτότητα μου .θέλω να προχωρήσω στην καταγγελία .Η να ανοίξει το θέμα πάλι .Τα κέρδη μου προέκυψαν από την πρώτη κατάθεση και το ενεργό μπόνους μου το οποίο είχα τζιραρει όπως προϋπέθετε.Στη συνέχεια προσκόμισα όλα τα δικαιολογητικά .Η απάντηση που έλαβα είναι ότι δέχομαι ποινή γιατί παραβίασα το άρθρο κανόνα 13 .Παρακαλώ απαιτώ τα κέρδη μου από το καζίνο .

Thank you very much, tsaknakek, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Thank you very much I look forward to hearing from you!

Σας ευχαριστώ πολύ αναμένω απάντηση !

Hello tsaknakek,

I will assist you with the complaint from now on. I would like to ask the representatives of 24K Casino to join the discussion in order to help us resolve the issue.

24k casino,

Could you explain why the ID wasn't accepted as a valid document and based on what information you came to the conclusion that article 13 of your terms and conditions were breached? Please provide us with a detailed explanation. Your cooperation is greatly appreciated!

We would like to ask 24K 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’.

Dear tsaknakek,

 I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint 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.

 The casino can reopen this complaint anytime.