Golden Star Casino - El jugador tiene dificultades para completar la verificación de la cuenta.

I have uploaded the relevant documents to be verified to be able to withdraw my money and the casino keep telling me to upload the same documents which I have done now several times and they refuse to verify my account. This has gone in for a few weeks now. I would like my account verified so I can withdraw my money

Dear Ezmay,

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?

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,

Tomas

I have sent my bank statement to verify my address a screenshot of a deposit into the casino a selfie with me and my ID the front and back of my ID a pic of my bank card with the frst 6 numbers showing and a pic of the back of it

Dear Ezmay,

Did the casino indicate there is something wrong or unsatisfactory with the documents you provided? If there is any relevant communication between you and the casino, please forward it to tomas@casino.guru

Dear Ezmay,

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.