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

I deposited casinofarouk 200 euros and played without a bonus.

I then applied for 2101 euros to be paid out.

I have emailed all the documents required for verification and have not received any response for more than 2 weeks.

it is my first payment

ich habe casinofarouk 200 euro eingezahlt und ohne bonus gespielt.

ich habe dann 2101 euro zur auszahlung beantragt.

ich habe alle dokumente die zur verifizierung erforderlich waren per email zugesendet und erhalte keine rückmeldung seit mehr als 2 wochen.

es ist meine erste auszahlung

Dear fowi30,

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 was asked by email to send the documents, which I did immediately

no, there is no feedback from the casino

ich wurde per email aufgefordert die dokumente zu senden was ich sofort getan habe

nein es gibt gar keine rückmeldung vom casino

Thank you very much, fowi30, 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 fowi30

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

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

Dear Farouk Casino

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

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.

ich habe nun keinen zugang mehr zu meinen konto

Dear Jorg,

Please note that your withdrawal request has been rejected since your account is under review and access to it has been restricted.

Once we have an update, we will reach you again. 

Dear fowi30

I understand your frustration, but I would kindly ask you to understand, that before every withdrawal the casinos can undertake a gameplay check as well as KYC and AML check that in some cases can take even weeks. This is a standard procedure and although I can agree with you that the whole process can be done more quickly or more user-friendly, the casinos need to follow certain regulations and processes. The access restriction of your account is nothing unusual while such processes are undergoing. At the moment there is not much that can be done other than just waiting for the process to finish. Let's stay positive and hope it will successfully finish ASAP 🙂

das casino hat mir geschrieben:

Dear Jorg,

Thank you for your patience. 

We are reaching you to inform you that the investigation is over. 

However, in order to proceed further, we kindly ask that you forward one additional item - A notarized identity verification.

In case you do not understand what document exactly we require from you, we are clarifying it for you:

Notarized proof of identification is for example a copy of your ID document (or passport), verified with a stamp and a signature by a notary public officially appointed by state government.

To clarify, you just need to make a photo copy of one of the above-mentioned, have it printed out and take it to a notary to verify it with a signature and stamp.

Afterwards, send a photograph of that document as a reply to this e-mail.

Thank you for your cooperation in advance!

Yours,

Pablo P. | KYC Team

I don't quite understand I should make a photocopy and then go to the notary and have it certified.

i have already taken selfie with id card

who will pay me for this? are these claims permissible? isn't a birth certificate completely sufficient?

I have never seen a casino ask something like this from me

ich verstehe nicht ganz ich soll eine fotokopie machen und dann zum notar gehen und das beglaubigen lassen.

ich habe bereits selfie mit id karte gemacht

wer bezahlt mir das?sind diese forderungen zulässig?reicht eine geburtsurkunde nicht völlig aus?

ich habe noch nie erlebt das ein casino so etwas verlangt von mir

Dear fowi30

Notarized proof of identification is not really much common requirement from casinos, however, it's not unusual and the casinos are entitled to require any documents for the verification process.

Before we go any further, I have a question. Do you get your money from casino games or sports betting?

why do you want to know that?

i don't know exactly from time to time you win something, but i keep losing money because casinos don't pay out

warum wollen sie das wissen?

ich weiss nicht genau ab und zu gewinnt man etwas dazu aber ich verliere auch immer wieder geld weil casinos nicht auszahlen

Dear fowi30

The reason I asked if you won money from casino games or sports betting is that each genre has different investigative procedures. Because you are an active member of our complaint forum, I assume you are familiar with how casinos operate, what games you have played, and which games or bets you have won, am I correct?

Anyway, according to the information I have from Farouk Casino, the required document, as mentioned in the casino's email, is required to help finish your verification, so I would kindly advise you to provide it.

Dear fowi30,

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.

I ask for your understanding that this does not happen overnight

I have to make an appointment with a notary first and find out about the costs that I have to bear myself

ich bitte um verständnis das dies nicht von heute auf morgen geht

ich muss erstmal einen notartermin vereinbaren und mich über die kosten informieren die ich selber tragen muss

Dear fowi30,

I understand. We usually leave 7 + 7 days for players to provide the required documents to the casino, but at the moment I can imagine that during the Christmas holidays and the New Year even this probably would not be sufficient, so I can add an additional 7 days for you to sort it out. But please bear in mind that the sooner you can provide the required documents, the sooner we can move your complaint further.

Dear fowi30,

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.

I have the notary appointment on 2.1. 2023 received for the notarized proof of identity

habe den notartermin am 2.1. 2023 bekommen für den notariell beglaubigten Identitätsnachweis

Thank you for the response, fowi30.

Please let me know once you send the required documents to Farouk Casino.

I have now sent the casino a certified photocopy of my identity card with the stamp and signature of the notary.

ich habe dem casino nun eine beglaubigte fotokopie des personalausweises mit Stempel und Unterschrift des Notars zugesendet.

Thank you for the update, fowi30.

Let's stay positive that this will be sufficient to successfully finish the verification process.

Dear Farouk Casino,

Are all the documents provided sufficient to successfully finish the verification process? If so, can the player continue to submit a withdrawal request?

Although I sent the certified photocopy to Casino Farouk 1 week ago, I have not yet received an answer.

I would like to emphasize once again that I played without a bonus and won with real money, as well as the costs and time required for the certified photocopy that I incurred as a result

this must have a massive negative effect on the reputation of the casino should they not pay out my winnings

obwohl ich bereits vor 1 woche die beglaubigte fotokopie casino farouk zugesendet habe habe ich bisher keine antwort erhalten.

ich möchte noch einmal betonen das ich ohne bonus gespielt habe und mit echtgeld gewonnen habe sowie die entstandenen unkosten und zeitaufwand für die beglaubigte fotokopie die mir dadurch entstanden sind

dies muss sich massiv negativ auf die reputation des casinos auswirken sollten sie meinen gewinn nicht auszahlen

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.

Dear fowi30,

So far, I've not heard back from Farouk Casino regarding the notarized proof of identification. I have contacted the casino again and I will update you once I receive a reply from them.

Dear fowi30,

I did receive a response from Farouk Casino, that the verification process is still ongoing, but unfortunately, I have not been provided with any timeframe on how long this will take. I would like to give this case more time to get resolved. I will extend the timer for an additional 7 days.

If the casino fails to respond or provide any evidence in the set time frame, we will be forced to close the complaint as "unresolved," which will have a negative impact on the casino's rating.

Dear fowi30,

From the information, we have received from the casino representative, there were no further issues regarding your verification, however, the casino has detected that you have used a pattern in a certain game that gave you an unfair advantage. A similar play pattern by you has been detected in other casinos as well, and this makes us believe that this was intentional by you. We have received evidence about this, so considering all the facts we are forced to agree with the casino's decision to void all unfair winnings and to reject this complaint.

As mentioned in Farouk Casinos terms and conditions here:

7.1.7. Should CasinoFarouk suspect fraud or fraudulent activity from the customer’s side or on the customer’s behalf, CasinoFarouk holds the right to withhold any payouts or winnings...

7.1.8. CasinoFarouk reserves the right to withhold and/or decline any payouts or winnings made as a result of abuse or attempted abuse of (i) bonuses, (ii) promotions, (iii) new games, or existing.

Your deposit should be available in your casino account.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal

We’ve reopened this complaint at the request of fowi30. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear fowi30,

Sadly, we could not reach an agreement with the casino. You have used a play pattern in "Gold Digger Mines" that gave you an unfair advantage when playing with a bonus. A similar play pattern in "Gold Digger Mines" by you has been detected in other casinos as well. Although we agree with the casino, that this gave you an unfair advantage, however, after a thorough check, we come to the conclusion that the casino should pay you your winnings as the game in question has allowed this sort of play and you have played with real money, not bonus money at that time. We have tried to communicate our position with the casino, but the casino's decision on voiding your winnings because of the above-mentioned has remained final.

Unfortunately, we have come to a point, where we are not able to move forward with this complaint and we are forced to close it as "unresolved".

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

The casino can reopen and resolve this complaint anytime.