Gioco Digitale Casino - La cuenta del jugador está bloqueada debido a problemas con los documentos.

Hello, I am writing this complaint to report giocodigitale. My gaming account was suspended for 180 days and at the end of their investigation in January 2024, I submitted my documents to retrieve my money, as is my right according to Italian law.

They keep rejecting all my documents without any valid reason, repeatedly telling me the same thing - that they "do not meet the security requirements". This confounds me as I have submitted various selfies, going so far as to include my elbow in the frame in response to their criticism that my elbow was not visible even though they also state that the document should not be in view. It's a frankly absurd situation that should not require employing a professional photographer merely to take a selfie...

This is truly ridiculous! For this reason, I kindly request the intervention of casinoguru to unblock my gaming account rather than allowing the betting site in question here, giocodigitale, to hold onto my money unlawfully without unlocking my gaming account, even though the 180 day period as per Italian law has elapsed for me to get my money back.

The gaming account was legally suspended and now I am entitled to get my money back, but the bookmaker refuses to accept my documentation because they apparently do not want to refund the money!

This is utterly incomprehensible!

All I receive are automated responses!

Salve, scrivo questo reclamo per denunciare giocodigitale, il mio conto gioco era stato sospeso per 180 giorni e al fine dei loro controlli, a Gennaio 2024, ho inviato i miei documenti per richiedere appunto i miei soldi indietro come da mio diritto e legge italiana.

Mi stanno rifiutando in continuazioe tutti i miei documenti senza alcuna ragione, ripetendomi sempre le stesse cose e dicendo che "non rispettano i requisiti di sicurezza" quando invece ho inviato svariati selfie, facendo vedere anche il gomito, dato che mi hanno contestato che non si vedesse il gomito ma che allo stesso tempo non si vedesse il documento. Robe davvero assurde per le quali una persona dovrebbe pagare un fotografo professionista solo per avere un selfie...

Davvero cose assurde! Per questa ragione chiedo cortesemente un intervento da parte di casinoguru di sbloccare il mio conto gioco invece di permettere al sito di scommesse in questione qui accusato: giocodigitale, di mantenere i miei soldi in maniera illegittima senza sbloccare il mio conto gioco, nonostante poi siano passati 180 giorni come è da diritto italiano di riavere i miei soldi indietro.

Il conto gioco per legge è stato sospeso e adesso ho diritto a riavere i miei soldi indietro e il bookmaker si rifiuta di accettare i miei documenti perché non vuole evadere i soldi!

È davvero inconcepibile!

Ricevo solo risposte automatiche!

Dear Elenacerra,

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 you sent the last one? 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

Good morning, yes, I confirm that I have always sent the correct documents and the account is verified. It's just that now, since they suspended it, they insist on sending me the front-back selfie and they don't want to accept it, if you want I'll send it to you so you can evaluate it personally and see the absurdities.

I fully understand that the KYC process is very important for a company like a betting site, but at the same time they cannot hold the money without giving valid and clear reasons for the reasons. I have always sent them the documents and all correct as requested by them, but they don't accept them, so that's why I'm here, I'm fed up

Buongiorno sì, confermo di aver inviato sempre i documenti corretti e il conto è verificato. È solo che adesso, essendo che me lo avevano sospeso insistono per l'invio del selfie fronte retro e non me lo vogliono accettare, se volete ve lo mando così lo potete valutare voi personalmente e vedere le assurdità.

Capisco perfettamente che il processo di KYC sia molto importante per un'azienda come un sito di scommesse, ma allo stesso tempo non possono detenere i soldi senza dare motivazioni valide e chiare delle ragioni. Io i documenti glieli ho sempre mandati e tutti corretti come da loro richiesti, ma non li accettano, quindi per questo sono qui, sono stufa

Thank you for your reply, Elenacerra. Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Could you please clarify the dispute value (€1,504)? Is this amount being held in your casino account?
• Which games did you focus on while your account was still active - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

Could you please clarify the value of the dispute (€1,504)? Is this amount held on your casino account? Yes

What games did you focus on while your account was still active: slots, live casino, sports betting, etc.? Slots

Have you accumulated your winnings with or without an active bonus? Yes, I had taken advantage of the welcome bonus and I think I deposited a thousand euros as my first deposit, consequently, having a balance of €1504 on my account, it means that I had some winnings

Potrebbe per favore chiarire il valore della controversia (€ 1.504)? Questo importo è trattenuto sul tuo conto del casinò? Sì

Su quali giochi ti sei concentrato mentre il tuo account era ancora attivo: slot, casinò dal vivo, scommesse sportive, ecc.? Slot

Hai accumulato le tue vincite con o senza bonus attivo? Sì, avevo usufruito del bonus benvenuto e mi pare di aver depositato mille euro come primo deposito, di conseguenza, avendo un saldo di 1504€ sul conto, significa che ho avuto delle vincite si

Thank you very much, Elenacerra, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Elenacerra,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Gioco Digitale Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has her account been blocked? What steps should the user take to unblock the account and/or withdraw the disputed funds? If there is a problem with KYC/verification - can you give her detailed instructions for what needs to be provided to complete the verification and with requirements for the requested documents?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 Elenacerra,

Unfortunately, since we have not received any relevant response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (ADM - Agenzia delle Dogane e dei Monopoli) and submit a complaint directly to the regulator. You can find more about their complaint process HERE. In case of any questions or news, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I believe they will use this option in the future.

Best regards,

Branislav, Casino.Guru