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

Ladies and Gentlemen

There are problems with the verification process. I deposited with a Visa card (digital card) provided by Trade Republic Bank.

For verification, I sent a proof of ownership form that I received from the bank. However, the casino stated that they could not accept this document. I was asked to upload a bank statement showing the following information:

• First 6 and last 4 digits of the card number
• First and Last Name
• Expiry date

However, the bank only provides me with a bank statement that doesn't show any of this information. It only shows my IBAN.

I asked support if I could send a photo of the card if I upgraded to a physical one. When I upgrade my card from digital to physical, information like the card number stays the same, but the expiration date changes.

The casino agreed. The problem now lies with the bank again. They told me that although my full name is on the physical card, the expiration date and card number are only visible online in the app and are not printed on the card. And the casino doesn't accept any documents I received from the bank.

I'm not quite sure how I can complete the verification this way.

I expect help from you.

Thank you in advance.

Best regards

Sehr geehrte Damen und Herren,

es gibt Probleme beim Verifizierungs Prozess. Ich habe mit einer Visa Karte eingezahlt (Digitale Karte) welche von der Trade Republic Bank bereitgestellt wird.

zur Verifizierung habe ich ein Inhaber Nachweis welches ich von der Bank erhalten habe gesendet. Das Casino teilte jedoch mit, das man dieses Dokument nicht akzeptieren könnte. Ich solle bitte ein Kontoauszug hochladen, wo folgende Daten zu sehen sind:

• Ersten 6 und letzten 4 Stellen der Kartennummer
• Vor und Nachname
• Ablaufdatum

Die Bank stellt mir jedoch nur ein Kontoauszug zur Verfügung, wo keiner dieser Daten drauf sehen. Da steht dann nur meine IBAN.

Ich hatte den Support gefragt, dass wenn ich die Karte auf eine physische Karte Upgrade, ob ich dann ein Foto von dieser senden könnte. Wenn ich meine Karte von digital auf physisch mache, dann bleiben Infos wie Kartennummer gleich aber das Ablaufdatum ändert sich.

Das Casino stimmte zu. Problem ist jetzt wieder die Bank. Diese teilte mir mit das auf der physischen Karte zwar mein voller Name steht, aber Ablaufdatum und Kartennummer sind nur online in der App einsehbar und nicht auf der Karte aufgedruckt. Und das Casino akzeptiert ja keine Dokumente welche ich von der Bank erhalten habe.

Ich weiß jetzt nicht so ganz wie ich die Verifizierung so abschließen kann.

Ich eroffe mir Hilfe von euch.

vielen Dank im Voraus.

Mit freundlichen Grüßen

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with the verification process at the casino. To better understand your situation and assist you in resolving this issue, could you please provide more details?

• Have all your other identity documents been approved during the KYC verification?
• Have you received any written communication from the casino regarding the refusal of your proof of ownership form?
• Have you tried visiting your bank and requesting a physical document confirming the ownership of your card, including a bank stamp and a signature?
• Were there any alternative verification methods suggested by the casino, e.g., a verification video from your bank app?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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

Dear plxJoel,

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,

Veronika