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

I applied for withdrawal on 11/27/2022, but it was cancelled.

Until then, I was able to withdraw many times, but suddenly I can not withdraw.

I received instructions from support to complete the KYC, and submitted the following.

Photo of driver's license (front/back)

VEGA WALLET ID page, deposit/withdrawal history

Casino Inn support chat and selfie photo with driver's license

Since that wasn't enough, I added the following:

passport

Passport and selfie photo

I still say it's not enough.

This time, please submit the deposit/withdrawal history of VEGA WALLET in PDF format. It's already out, so just

I don't think you are going to authenticate.

2022/11/27に出金申請をしましたが、キャンセルされました。

それまで何度も出金は出来ていたのですが、いきなり出金ができなくなりました。

KYCを終わらせてくださいとサポートから指示があり、以下のものを提出しました。

運転免許証の写真（裏・表）

VEGA WALLETのIDページ、入出金履歴

カジノインサポートチャットと運転免許証とのセルフィー写真

それでは足らないということで追加で以下のものを提出しました。

パスポート

パスポートとセルフィー写真

それでもまだ足らないと言ってきてます。

今度はVEGA WALLETの入出金履歴をPDFで出してくださいとのことです。もう出したので単に

認証するつもりがないのだと思います。

Dear vegaman,

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.

Did the casino clarify what was wrong with your documents or why they were not sufficient? 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

There is no explanation of what part is wrong or does not meet the requirements for the submission from the casino.

After submitting something and completing the authentication procedure, you will be asked to submit additional documents later, such as submitting this next time, and the procedure will not be completed forever.

If you tell me the necessary documents first, I will prepare them and submit them, but it is looking down on the users to repeatedly ask me to submit additional documents later.

カジノから提出したものに対し、どの部分が間違っているとか、要件を満たしていないとかそういった説明はありません。

何かを提出して認証手続きが終わったら、次はこれを提出してくださいというように、後出しで追加の書類提出を求められて永久に手続きが完了しません。

必要な書類を最初に言ってくれれば準備して出すのに、後からこれも追加で出してくださいということを繰り返すのはユーザーを見下してます。

Thank you very much for your reply, vegaman. Before we contact 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.

thank you.

Finally, KYC was authenticated and I was able to withdraw the full amount of $614. We thank you for your cooperation.

ありがとうございます。

ようやくKYCが認証され、$614全額出金することができました。ご協力に感謝します。

Dear vegaman,

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