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

Dear team, I deposited 50 EUR and won 800 without a bonus. They have partially verified me and always find excuses to fully verify me even though they have received all the documents. As a result, my payout will not be processed either. I've been registered for a few days.

Please help

Liebes Team ich hab 50 eur einbezahlt und 800 gewonnen ohne Bonus. Sie haben mich teilverifiziert und finden immer ausreden mich voll zu verifizieren obwohl sie alle Unterlagen erhalten haben. Somit wird auch meine Auszahlung nicht bearbeitet. Bin seit einigen Tagen angemeldet.

Bitte um hilfe

Dear Fistaisda,

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

I sent you a bank statement that is not enough now it says it has to be receiver etc. Receiver is listed but Paysafe payment solution because the payment was made via Rapid.

now I have transferred 20 eur via myfinity after sending them the statement. They want to defy the Rapid because they know that the recipient is listed on the statement as Paysafe Solution and not as holycorn. I could freak out using such methods

Ich habe ihnen einen Kontoauszug geschickt der reicht nicht jetzt heißt es es muss empfänger usw oben stehen Empfänger steht aber Paysafe payment solution da über Rapid bezahlt wurde.

jetzt habe ich 20 eur über myfinity nach überwiesen ihnen den Auszug geschickt . So wollen trotzen den über Rapid weil sie wissen das der Empfänger auf dem Auszug als Paysafe Solution und nicht als holycorn angegeben ist . Ich könnte ausrasten solche mießen methoden

They don't give me an alternative either

Sie nennen mir auch keine alternative

It is only about the deposit confirmation

Es geht nur um die einzahlungsbestätigubg

Thank you very much, Fistaisda, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Fistaisda

I'm Michal and I have taken over your complaint. I have some additional questions to better understand the situation. The deposit you made was via Paysafe or Rapid? Did you fill in the information when depositing yourself, or was the deposit transaction made via an automated template? Have the funds you deposited been available in your casino account immediately and have you received a confirmation of this? 

I will in the meantime contact the casino to shed more light on this.

We would like to invite Abo Casino to join the conversation.

Dear Abo Casino, 

Can you please provide some information regarding the player's full verification issues?

Greetings! 

Requested information regarding this player and got right back to you.

His ID was verified very quickly and everything got stuck on payment approval. All he sends does not show all the necessary information. We do not want anything over and above the standard verif.

And at the moment the player lost everything and is already self-excluded :(

Regards, 

Team Abo.

Dear Fistaisda

Could you kindly comment on the information provided by Abo Casino?

If you decide to play over your casino balance and apply for self-exclusion, I don't think we can be of any help anymore. Do I understand correctly that we can consider your complaint as not relevant anymore?

Dear Fistaisda,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.