Woocasino - El jugador está luchando para completar la verificación de la cuenta.

I have several accounts with the gaming company Dama NV and each account was verified the same day without any problems except for this casino which once again informs me that the account cannot be verified as the license has expired. I have explained several times that the reading of the document is incorrect as it was renewed for another 10 years in 2012 by affixing a sticker with the new date on the back, but they really don't want to know to verify my account for a withdrawal that I want to do! Today I sent him a warning to comply via email in the hope that everything will be unlocked, the fact remains that this situation is not at all regular.

Ho diversi account con la societá di gioco Dama NV ed ogni account é stato verificato lo stesso giorno senza alcun problema tranne che per questo casinó che per l'ennesima volta mi comunica che l'account non puó essere verificato in quanto la patente é scaduta. Ho spiegato svariate volte che la lettura del documento é errata in quanto rinnovato per altri 10 anni nel 2012 tramite apposizione sul retro di un adesivo con la nuova data, ma non ne vogliono proprio sapere di verificarmi il conto per un prelievo che voglio fare! Oggi gli ho inviato una diffida ad adempiere tramite email nella speranza che il tutto si sblocchi, resta il fatto che questa situazione non é per niente regolare.

Dear Nemokid,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. 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.

Do I understand correctly that your Driving license is valid until the 9th of July 2022?

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

My license was renewed in 2012 and will expire on 09/07/2022, they insist on having a passport mistakenly believing that my license has expired. They cannot read an expired document from one that is still valid! I sent him the Italian regulatory reference which up to 2014 provided for renewal by affixing a sticker on the back of the document as in my case. Despite this they insist on having a passport which, among other things, does not provide for the obligation to enter the residence therefore it is also less reliable! My passport expired in 2020 and for now I certainly don't intend to renew it for them !! The absurd thing is that I have never had any problems with my driving license as it replaces the identity card perfectly. I am attaching the warning sent as they are illegally withholding my winnings.

La mia patente é stata rinnovata nel 2012 e scadrá il 09/07/2022, insistono per avere il passaporto ritenendo erroneamente che la mia patente sia scaduta. Non sanno leggere un documento scaduto da uno ancora valido! Gli ho inviato il riferimento normativo italiano che fino al 2014 prevedeva il rinnovo tramite apposizione di un adesivo nel retro del documento come nel mio caso. Nonostante questo insistono per avere il passaporto che fra le altre cose non prevede l'obbligo di inserimento della residenza pertanto é oltretutto meno affidabile! Il mio passaporto é scaduto nel 2020 e per adesso non intendo certo rinnovarlo per loro!! La cosa assurda é che non ho mai avuto problemi con la mia patente in quanto sostituisce la carta d'identitá perfettamente. Ti allego la diffida inviata in quanto stanno trattenendo illegittimamente la mia vincita.

Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Nemokid,

I looked at your complaint and will do my best to help you. I would like to invite Woocasino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the Woocasino 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’.

Hi Viliam,

unfortunately my account is still pending after a month with the documents uploaded and unjustifiably not verified.

Ciao Viliam,

purtroppo il mio account é ancora dopo un mese pendente con i documenti caricati ed ingiustificatamente non verificati.

I just contacted an agent in chat who kept asking me for the PASSPORT that I don't have! He confirmed after my legal threat that the driver's license had been verified and approved. He was asking me to deposit on a zero balance! I checked and my identity document is still pending or not verified after 11 days, when all the casinos of Dama NV approve the same documents in chat in 10 minutes or at most 24 hours!

Ho appena contattato in chat un agente che mi continuava a chiedere il PASSAPORTO che non ho! Ha confermato dopo mia minaccia legale che la patente di guida era stata verificata ed approvata. Mi chiedeva di effettuare un deposito su un saldo a zero! Ho controllato ed il mio documento d'identitá risulta invece ancora pendente ovvero non verificato dopo ben 11 giorni, quando tutti i casinó di Dama NV approvano gli stessi documenti in chat in 10 minuti o al massimo in 24 ore!

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the Casino:

Hello!

We would like to clarify and sort out the situation according to your request. The player provided an expired license and we requested an up-to-date document to verify his identity. However, during an additional verification on 17 July 2021, his license was approved.

It is worth noting that the last withdrawal request was submitted on 10 May 2021 at 13:56. 

The player was eventually blocked on our platform due to bonus abuse.

We are ready to discuss any additional issues and hope for understanding. Thank you for your attention!

Regards, Woocasino

Thank you, Woocasino Team, for getting back to us.

Could you please clarify if any funds were confiscated at that time when the player's account was blocked due to bonus abuse?

I look forward to hearing from you.

Hello Petronela,

We are pleased to announce that no funds have been confiscated from the player. Thank you for your cooperation and, as always, we stay in touch for any additional questions or clarifications!

Hi Nemokid,

I understand it's been quite some time since we last discussed this case, but the casino recently requested that we reopen it. According to them, your account verification was successful at the time, and no funds were withheld.

• Could you kindly confirm if this is correct so we can mark the complaint as resolved in our system?

Thank you very much in advance for your response.

Dear Nemokid,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.