Tsars Casino - El jugador no está satisfecho con el proceso de verificación.

ACCOUNT COMPLETELY VERIFIED IN JUNE 2021, SUBSEQUENTLY I HAVE FILED 4 (FOUR) TIMES, I WON AND REQUESTED THE WITHDRAWAL THAT I WAS DENIED FOR A NEW REQUEST FOR VERIFICATION OF MY DOCUMENT.

CONTO COMPLETAMENTE VERIFICATO A GIUGNO 2021, SUCCESSIVAMENTE HO DEPOSITATO 4 (QUATTRO) VOLTE, HO VINTO E HO RICHIESTO IL PRELIEVO CHE MI E' STATO NEGATO PER NUOVA RICHIESTA DI VERIFICA DL MIO DOCUMENTO.

Dear Nemokid,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that every casino is unique and proceeds verification differently. There isn’t anything unusual if the casino asks for additional documents, especially if the player has not made any withdrawals for a long time.

Could you please confirm that you’ve provided all the necessary documents?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Kristina

Thank you for your reply, Nemokid. Could you please provide the whole conversation?

Thank you very much Nemokid for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Nemokid,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Tsars Casino to the conversation to participate in the resolution of this complaint.

I inform you that I have resolved the matter independently, managing to re-upload my driving license which has been accepted. You can close the complaint, thank you! However, there is really no assistance in this case as well as incorrect information given to me.

Vi comunico di aver risolto autonomamente la questione, riuscendo a caricare nuovamente la mia patente di guida che è stata accettata. Potete chiudere il reclamo, grazie! Comunquesia veramente inesistente l'assistenza in questo caso così come le informazioni scorrette datemi.

Good afternoon

We request additional documents when we are required to do so by payment systems or supervisory authorities, or when there is a suspicion of fraud.

The documents were checked yesterday, and the payment was processed as well. In my opinion - there is no problem.

If you have any questions, feel free to contact us!

Regards

Andrei

Dear Andrei,

you asked for the same document verified and approved without sumsub in June! The assistance is non-existent and refers directly to your sumsub customer, downloading the problem on the same !! The application is limiting because it does not read Italian licenses renewed in 2012 and regularly valid on the contrary instead of when you repeatedly affirm. However everything went well but certainly not thanks to you.

Greetings.

Caro Andrei,

avete chiesto lo stesso documento verificato ed approvato senza sumsub nel mese di Giugno! L'assistenza è inesistente e rimanda direttamente al vostro cliente sumsub, scaricando il problema sullo stesso!! L'applicativo è limitante perchè non legge le patenti italiane rinnovate nel 2012 e regolarmente valide al contrario invece di quando da Voi affermato ripetutamente. Comunquesia tutto è andato per il meglio ma non certo grazie a Voi.

Saluti.

Hi all,

Thank you for your replies.

Dear Nemokid,

Even though I don't know what exactly the problem was, I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter