Instant Casino - El retiro del jugador se retrasa debido a problemas de verificación.

I am trying to verify my account in the designated section of their website, but it won't allow me to upload documents for proof of residence.

I have uploaded both a natural gas bill and a bank e-statement showing my details and my permanent residence, but their system does not accept them, resulting in me being unable to make a withdrawal.

Προσπαθώ να κάνω επαλήθευση λογαριασμού στην ανάλογη ενότητα της σελίδας τους αλλά δεν με αφήνει να ανεβάσω έγγραφα ταυτοποίησης κατοικίας

Έχω ανεβάσει και λογαριασμό φυσικού αερίου και e-statement τραπεζικής κίνησης που αναγράφονται τα στοιχεία μου όπως και η μόνιμη κατοικία μου και το σύστημα τους δεν τα δέχεται με αποτέλεσμα να μην μπορώ να προβώ σε ανάληψη

Dear Kostas207,

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.

• Do I understand correctly that verifying your home address seems to be the only issue?
• Have you provided any other documents and have they all been approved?

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

I have also submitted my ID which so far seems to be accepted by their system

No one ever replies to emails

Έχω υποβάλει και την ταυτότητα μου που ως τώρα δείχνει να την δέχεται το σύστημα τους

Επησεις στα mail δεν απαντάει ποτέ κανείς τους

Unfortunately they keep making fun of me

Their system says I have exceeded the number of attempts to upload documents

Now I have been notified again that it will unlock the system so I have to do the process of uploading the documents all over again

While it basically never accepts the documents it asks you to re-upload the document because it doesn't show clearly

As soon as I do it kicks me out saying I can't upload the same document multiple times unbelievable bullshit

Δυστυχώς συνεχίζουν να με κοροϊδεύουν

Το σύστημα τους λέει ότι έχω υπερβεί τις προσπάθειες για ανέβασμα έγγραφων

Τώρα με ειδοποίησαν πάλι ότι θα ξεκλειδώσει το σύστημα ώστε να κάνω πάλι απ' την αρχή την διαδικασία με το ανέβασμα των εγγράφων

Ενώ ουσιαστικά δεν δέχεται ποτέ τα έγγραφα σου ζητάνε να ξανά ανεβάσεις το έγγραφο επειδή δεν φενεται καθαρά

Μόλις το κάνω με πετάει εκτός λέγοντας μου ότι δεν μπορώ να ανεβάζω το ίδιο έγγραφο πολλές φορές απίστευτη κοροϊδια

Thank you very much for your reply, Kostas207. Do I understand correctly that you are in regular contact with the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kostas207,

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.