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

With the above withdrawal I was asked for some identification documents which I have sent 3 times without any response...Today during live chat they told me that my ID has expired!!!! Which is not valid.

And to send them the documents again...

basically, even I didn't understand what they want since they haven't sent me an email..

Με την πιο πάνω ανάληψη μου ζητήθηκαν καποια έγγραφα ταυτοποίησης τα οποία έχω αποστείλει 3 φορες χωρίς καμία απάντηση...Σήμερα κατά τη διάρκεια live chat μου είπαν ότι η ταυτότητα μου έχει λήξει!!!! Πράγμα που δεν ισχ΄ύει.

Και να τους στείλω ξανα τα έγγραφα....

βασικά ούτε εγω καταλαβα τι θέλουν αφου ενα email δεν μου έχουν στείλει..

Dear panatha13,

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.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Σας ευχαριστώ πάρα πολύ για το ενδιαφέρον σας.

Μόλις έλαβα email από το casino :

 Napoleon,

Thank you for taking the time to upload the requested document(s).

We are pleased to inform you that your identity document(s) have been reviewed and verified.

We do not anticipate your needing to provide such document(s) again in the near future, however we are obligated to perform verification at certain intervals as prescribed to us by our regulators and the financial institutions we work with.

We thank you again for your cooperation and patience during this process and we hope you continue to enjoy all the benefits of being a Casino Rewards member.

Best Regards,

Casino Rewards

I greet you!!

While the casino replied that my ID has been identified and approved 2 days now, however the money still hasn't left the casino...

I do not know what is going on

Thank you very much

Σας χαιρετώ!!

Ενώ μου απάντησε το casino ότι η ταυτότητα μου έχει ταυτοποιηθει και εγκριθεί 2 μέρες τώρα, εντούτοις ακόμα τα λεφτά δεν έφυγαν από το casino...

Δεν ξέρω τι συμβαίνει

Ευχαριστώ πολύ

Thank you for your reply, panatha13. It can take a few additional days after verifying the account to process the withdrawal. Therefore, I would recommend that we give the casino at least one more week. I will leave this complaint open and if there is no progress, we will intervene. Please, keep us informed about any further developments.

Good morning!!

All good!!

Thank you very much!!

Καλημέρα!!

Όλα καλά!!

Σας ευχαριστώ πολύ!!

panatha13, do I understand correctly that your issue has been resolved?

Yes!!!!

Thank you very much!!

Ναι!!!!

Σας ευχαριστώ πολύ!!

Dear panatha13,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina,

Casino.Guru