Viking Luck Casino - Los jugadores experimentan retrasos debido a problemas con el proceso KYC (Conozca a su cliente).

This casino asked me for KYC, proof of identity, address, a selfie, etc. The latest thing they're asking for is proof of deposit. I deposited via Blofin, a crypto exchange. However, my account there was closed because I had multiple accounts simultaneously, which wasn't allowed. Therefore, to request proof of deposit, Blofin provided me with a PDF document showing all the transactions made with my account, including the deposits I made at this casino. That should be sufficient proof, but the casino says they only accept screenshots taken directly from the exchange. I've already sent them my conversations with Blofin agents, in which they say the PDF is the only thing they can provide and that it's an official document proving all withdrawals and deposits from my account. They say I can't take a screenshot as they want because the account has already been closed, but they're ignoring me and keep rejecting it. I'm forced to file a complaint here so they verify the account and pay me, as I've been waiting on this for over two months.

Este casino me pidió KYC, prueba de identidad, domicilio, selfie, etc. Lo último que me está pidiendo es prueba de depósito. Yo ingresé via Blofin, un exchange por cripto. Sin embargo, mi cuenta allí fue cerrada ya que tenía varias cuentas a la vez y no lo permitían. Por ello mismo, para pedirles una prueba de depósito, Blofin me proporcionó un documento PDF donde vienen todas las transacciones realizadas con mi cuenta, incluyendo los depósitos que hice en este casino. Eso debería ser suficiente prueba, pero desde el casino me dicen que solo aceptan capturas tomadas directamente desde el exchange. Ya les he mandado mis conversaciones con los agentes de Blofin en las que ellos dicen que el PDF es lo único que pueden proporcionar y que es un documento oficial que prueba todos los retiros y depósitos de mi cuenta, que no se puede hacer captura como ellos quieren ya que la cuenta ya fue cerrada, pero nada, ni caso y lo siguen rechazando. Me veo obligado a abrir queja aquí para que verifiquen la cuenta y paguen ya que llevo ya más de 2 meses esperando con este tema

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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? Have you received any specific reasons from the casino for rejecting the PDF document provided by Blofin?

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,

Attila