Koru Casino - El jugador tiene problemas con los requisitos de verificación.

Hi, I'm asking for your assistance because this casino is really going too far right now!! 😡😡😡 I deposited at this online casino Koru and then attached all the documents for verification!!! To deposit, I used a virtual prepaid card, not a physical/paper one, from Banca HYPE (you can also check online that this bank issues a statement once a year). The casino staff is asking me that to verify my proof of deposit, they need a bank statement where my name, surname, and prepaid card numbers are visible. I contacted my bank via chat and they informed me that they don't provide bank statements upon request but send them to the customer annually (the current year hasn't ended yet). They then emphasized that they don't display the card number on the statement (for security and privacy reasons)! I've attached over 30 documents with proof of deposit, and they keep coming up with a different excuse! 😡😡😡!!! I kindly ask for your assistance. Thanks in advance.

Salve, chiedo la vostra assistenza perché adesso veramente ora questo casinó sta esagerando!!😡😡😡 Ho depositato presso questo casinó online Koru e dopodiché ho allegato tutti i documenti per la verifica!!! Per depositare ho usato una carta prepagate Virtuale e non fisica/cartacea della Banca HYPE (potete anche voi stessi verificare sul web che questa banca effettua l’estratto conto 1 volta l’anno). Questi del casinó mi chiedono che per verificare la mia prova di deposito hanno bisogno dell’estratto conto dove su questo estratti conto siano visibili nome, cognome e numeri della mia carta prepagata. Ho contattato via chat la mia banca e mi ha comunicato che loro non forniscono l’estratto conto su richiesta ma lo inviano al cliente annualmente (l’anno corrente non é ancora terminato) e poi mi hanno sottolineato il fatto che su l’estratto conto non mettono in vista il numero della carta (per sicurezza e violazione della privacy)! Gli ho allegato oltre 30 documenti con la prova del deposito e mi trovano ogni volta una scusa diversa😡😡😡!!! Chiedo cortesemente la vostra assistenza. Grazie anticipatamente

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Dear Ragmn82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please be aware that online casinos frequently require proof of deposit, both for verification purposes and to comply with Anti-Money Laundering (AML) regulations. Failure to provide such proof may raise concerns for the casino.

• Are you able to access your internet banking and download the statement from there?
• Could you maybe take a picture or a screenshot of your deposit history from your internet banking?

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

Good morning, I wanted to update my complaint last night, but it was still awaiting review and I couldn't change it. Anyway, I spent hours chatting with various operators yesterday. I even got one in particular who claimed that my bank and I had modified a bank document. This is DEFAMATION: my bank had sent me a PDF document certifying ownership of my card used for deposits. When I attached this bank document, the operator in chat did yet another check and claimed that my bank had sent me a modified document!!!! UNBELIEVABLE😡😡😡 Then, after a couple of hours, I contacted the chat again and got a really kind and professional operator who, with the same documents I had uploaded to my profile, which the other operator had previously rejected for the reason I explained above☝🏻, after 10 minutes of waiting in chat, finally accepted my bank document and correctly verified my profile. This tells me that at these online casinos, it depends on who you end up in the chat, and you have to be lucky. So last night I requested a withdrawal of €1100, and this morning it was accepted. Now I'm waiting for the money to arrive in my bank account.

Buongiorno, volevo aggiornare ieri sera stessa il mio reclamo ma era ancora in attesa di revisione e non riuscivo a modificarlo. Comunque tutto ieri in chat ore e ore con diversi operatori in chat.. Mi é capitato un in particolare che addirittura sosteneva che io e la mia banca avevamo modificato un documento bancario.. questa é DIFFAMAZIONE: la mia banca mi aveva inviato un documento in PDF che attestava la titolarità della mia carta usata per i depositi. Quando ho allegato questo documento della banca l’operatore in chat ha fatto l’ennesimo controllo e ha sostenuto che la mia banca mi aveva inviato un documento modificato!!!! DA NON CREDERCI😡😡😡 Poi dopo un paio d’ore contatto nuovamente in chat e mi capita un operatore veramente gentile e professionale che con gli stessi documenti che avevo caricato sul mio profilo, e che l’altro operatore in precedenza me li aveva rigettati per il motivo che vi ho spiegato sopra☝🏻, quest’ultimo dopo 10 min di attesa in chat finalmente ha accettato il documento della mia banca e ha verificato correttamente il mio profilo. Questo mi fa capire che su questi casinó online dipende chi ti capita in chat e devi essere Fortunato. Ieri sera ho chiesto quindi un prelievo di 1100€ e stamattina mi é stato accettato. Ora aspetto che arrivino i soldi sul mio conto corrente.

I can confirm that I received my winnings in my bank account an hour ago 🎉. All's well that ends well.

Vi confermo che un’ora fa ho ricevuto anche la mia vincita sul mio conto corrente 🎉. Tutto bene quel che finisce bene

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

Dear Ragmn82,

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