Casinoin - El jugador tiene dificultades para completar la verificación de su cuenta.

The casino is stalling and refuses to proceed my withdrawal.

Until now, I deposited to the casino a total of 2850 euros, in batches of 300-400 euro every time I lost. After the last deposit I started winning and now my balance has 2757 euro, i.e. I still am loosing 93 euro net. However, I proceeded to withdraw 500 euro on March where the casino declined and started the KYC procedure, which was expected. I sent all the documents, selfies and everything else they wanted. We even did a zoom call about 20 days ago. But they still are stalling, saying that their expert team did not finished the verification procedure.

I am attaching a part of the chat-transcript I had with them.

Dear giolanto, 

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.

Have you accumulated your winnings with or without an active bonus?

Have all your identity documents been approved and verified or are some of them still being reviewed?

Could you please advise when was the last time you communicated with the casino and what was it about?

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, 

Veronika

Hello Veronika,

I know about the KYC procedure and its importance. I have done everything they asked, even if sometime I thought they were overreaching. However, I have the feeling that now they are just slacking and stalling so they don't pay me, or to continue playing with the hope that I will lose all my money.

To answer your questions. I have accumulated my winnings WITHOUT an active bonus.

All my identity documents (id, utility bill, neteller account, revolut account etc) have been approved and verified.

Also a selfie with the casino's website on the background has been approved and verified. Then they requested a zoom call, which took place on 30th of May. After that I have no information or update regarding the verification procedure.

I have been contacting the casino since then, even this morning, about the status of my verification and this is the answer they always give me:

"Hi, welcome. I'm afraid we don't have an update regarding your verification yet but I can assure you that we will reach out to you once there's an update immediately. I understand that it's taking some time and I apologize for the inconvenience caused. We appreciate your patience."

Thank you very much, giolanto, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you giolanto for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinoin for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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’ which may negatively affect its rating.

Good afternoon,

According to our information, the account verification got successful status. Could you please check it with the customer again.

Sometimes security department requires more time to verify the player's account. There could be different reasons for that, e.g. suspicious activity on the account, customer’s reluctance to provide requested document or documents provision in the poor quality, etc.

Regards,

Dear giolanto, let us know if your account is now verified or if you require further assistance.

Thank you in advance!

Issue is resolved. My account is verified and I made the withdrawal.

Dear giolanto,

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,

Peter