Zip Casino - El retiro del jugador se retrasa debido a problemas de KYC.

Casino wont accept my documents for KYC and I cant withdraw before i have done the KYC verification successfully. I have sent documents for verification through email and the casino site following all the instructions. I have sent the documents multiple times but its always the same story.

Dear emeeme,

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 take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear emeeme,

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.

Hello, I have sent all the documents requested by the casino many times. Every time I ask in the live chat why my account is not approved, they ask for the same documents again.

Hei, olen lähettänyt kaikki kasinon pyytämät asiakirjat todella moneen otteeseen. Aina kun kysyn live chatissa miksi tilini ei ole hyväksytty, he kysyvät samoja dokumentteja uudestaan.

I understand your frustration.

Please send me the communication between you and the casino so we may better understand the situation. Share screenshots here or send the information to my email at tomas@casino.guru I apologize for the inconvenience.

I can't send because I haven't saved or recorded the chats

En pysty lähettää koska en ole tallentanut tai kirjannut chatteja ylös

Dear emeeme,

You wrote earlier:

I have sent documents for verification through email and the casino site following all the instructions.

Please send me your efforts in communicating the issue sent via email to the casino. Send the information to my email at tomas@casino.guru

If you don't have the conversation saved, kindly contact the casino again via live chat and save chat transcripts via the options provided, or take screenshots and send them to me.

Hi, I can't get this information via live chat, I tried. Could a casino representative get this information for us?

Hei, en pysty saada näitä tietoja live-chatin kautta, yritin. Pystyisiköhän kasinon edustaja hankkia nämä tiedot meille?

I apologize for any misunderstanding.

I ask you to send us the documents you uploaded for verification in the casino.

Since you indicated you communicated with the casino via email regarding the verification, I kindly ask you to send me any supporting evidence that we might review before contacting the casino ourselves.

Without this evidence, I urge you to contact the casino again regarding the issue and save any conversation that might seem relevant

Supply the information to my email at tomas@casino.guru

Dear emeeme,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.