CazinoStars Casino - La cuenta del jugador ha sido bloqueada durante el proceso de verificación de documentos.

I registered and received a 10 euro bonus. Even after turning it into over 800 euros in my account, my account was suddenly locked during the next upload of documents requested for verification, despite having provided them before. I forwarded them again via email for security, but I've been trying to reach the casino through live chat or email for at least 4 months now without success. The live chat ends immediately after I provide my email and name, and I receive no response to my emails.

Habe mich angemeldet 10 euro bonus erhalten umgesetz mittlerweile Über 800 euro auf dem konto trotz eingereichen unterlagen wurden sie nochmal angeworden wieder hochgeladen per emailgesendet zur sicherheit aufeinmal konto gesperrt während dem nächsten upload der dokumente da sie nochmals gewordert wurden seit dem versuch ich seit min 4 monaten in den chat oer per mail ein zu erreichen chat wird direkt beendet nach angabe meiner email und namen und per mail bekomm ich garkeine rückmeldung

Dear Pjay361, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino?

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

but I sent my ID documents

aber habe meine ausweißdokumente gesendet

all ID proof of address

alle ausweiß adressnachweiß

Thank you very much, Pjay361, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Pjay361 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CazinoStars Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Thank you

vielen dank

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.

Thank you very much for the effort but there is no more than one review?

VIelen dank für die mühe aber mehr als eine bewertung ist nicht?

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (compliance@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter