Casinoin - La verificación de la cuenta del jugador se ha retrasado.

Hey, I have a problem with account verification in Casinoin.io, at first I passed webpage automatic verification with Sumsub, then the next day I was asked for additional verification on 16th November, so I sent the documents I was asked for and then on the next day I was asked for bank statement showing debit card deposits to my gaming account, which I also did. Then after that, it has been 9 days of silence, customer support keeps telling me me the same answers that they are pushing my issue up and speeding it up but nothing has changed, In casinos terms and conditions it is said that verification can take up to 5 days, which has passed by now, and because of that I have also not been able to withdraw my account balance 1830 euros, I think they have no intention to pay me my money. And being read previous complaints to this site, it seems I am not the only one, there has been some other players also who have faced exactly the same issues, so it seems this kind of actions are intentional from this casino. I need help to get my account verified and get some updates about this process, because casinos customer support is not helpful on this and just keep telling me the same answers I have heard 9 days

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Dear Jarmopa,

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.

• 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?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Hey,

I have sent bank statement showing deposits, address verfication document and a selfie holding my ID and chat transcript in background. Last document was sent 7 days ago. All the documents have been provided and in correct format. Exact date of verification process started was 17th of November

Hey, still waiting for reply. Verificatiom has lasted now 11 days and despite being told they have made several requests to relevant department, they still dont tellcme the reason why procedure is delayed

Dear Jarmopa,

thank you for your reply and patience.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Jarmopa,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jarmopa,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina