StayCasino - El jugador tiene problemas para completar la verificación de la cuenta.

I'm 5 days away for them to check the account still nothing!!!

Estou a 5 dias para que verifiquem a conta ainda nada!!!

Dear guinhodtr125,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

I sent my documents all right! It's the first time that it happens to me to take so long to verify the account. It's been 5 or 6 days is a long time just to analyze the documents..

Eu enviei meus documentos todos certos! É primeira vez que me acontece demorar tanto tempo para verificar a conta. Já vão 5 ou 6 dias é muito tempo só para analisar os documentos..

Thank you very much, guinhodtr125, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi guinhodtr125,

I've just reviewed your case and am sorry to hear that you've run into an issue like this. I'll try my best to help you by contacting the casino.

I'd like to invite a representative from StayCasino to join this conversation and participate in the resolution of the case. Could you please share more information regarding the player's complaint? Are there any reasons for the player's account to be verified for a longer time?

Kind regards,

Natalia

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’.

Hello guinhodtr125,

We apologize for the inconvenience you have with our verification system. Our Support Team does all to clarify this issue as soon as possible.

Best regards,

Stay Casino

Dear guinhodtr125,

Please be informed that verification took a longer time because of a security check due to T&C violation from your side. Players from Portugal are restricted from registering, depositing, and playing at our casino.

On July 7th, the remaining balances were withdrawn, and your account was closed.

Best regards,

StayCasino Team

Dear guinhodtr125,

Unfortunately, after checking the information we are rejecting this complaint as unjustified since players from portugal are indeed not allowed to register at the Stay Casino. I'm sorry we were not able to help you with this case, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. and we'll try our best to help you.

Regards,

Natalia