Casinoin - Ο παίκτης δυσκολεύεται να ολοκληρώσει την επαλήθευση KYC.

I've been held up for days to verify myself. There is no way to pay out the money I've won. Please help.

Ich werde seit Tagen hingehalten mich zu Verifizieren.Es besteht keine Möglichkeit das gewonnene Geld auszuzahlen. Bitte helfen Sie.

Dear bigbig60,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have already provided and when exactly? Could you please confirm that you provided all the required documents?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I sent my identity card. I get neither information nor any other information on how to proceed. I find it impossible that's not how you treat your customers.

Habe meinen Personalausweis gesendet.Ich bekomme weder Informationen noch sonst eine Auskunft wie es weitergeht.Finde ich unmöglich so geht man doch nicht mit seinen Kunden um.

Thank you for your reply, bigbig60. Could you please advise how long have you been waiting for the casino to approve your documents?

The casino has in its terms and conditions that the payout is made there like the deposit was. I deposited from my Paysafe account and now I have to hear that the payout does not work on Paysafe. I have concerns about having the money paid out at the bank because they are terminating the account. They still offered to pay out via a crypto account, I don't have anything like that. How do other players do it

Das Casino hat in seinen Geschäftsbedingungen stehen das die Auszahlung dort erfolgt wie die Einzahlung war.Ich habe von meinem Paysafekonto eingezahlt und muss nun hören das die Auszahlung aber auf Paysafe nicht geht. Ich babe Bedenken das Geld bei der Bank auszahlen zu lassen da die das Konto kündigen.Sie haben noch angeboten über ein Kryptokonto auszuzahlen,so was habe ich nicht.Wie machen das andere Spieler

Would you be so kind as to get back to my last message and provide the required information? Or have your documents been approved in the meantime?

Yes, I sent everything except my bank details.

Ja habe bis auf meine Bankverbindung alles gesendet.

So far nothing has been approved.

Bis jetzt ist aber noch nichts genehmigt.

Could you please clarify when exactly you provided your documents?

They ask for something different every day, sometimes the proof of address, sometimes the selfi, again, it's just stalling. Unfortunately

Die fordern jeden Tag was anderes an mal den Adressnachweis mal das Selfi noch mal ist einfach nur hinhalten.Leider

Thank you very much bigbig60 for your cooperation so far. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.

Thank you for your help

Dankeschön für Ihre Hilfe

Hello bigbig60,

I will assist you from now on with the complaint. I would like to ask the representatives of Casinoin to join the discussion in order to resolve the player's issue.

Casinoin, could you explain what is causing the delay with bigbig60's verification?

Thank you, it would be nice if it goes forward.

Danke,wäre schön wenn es vorwärts geht.

Hello,

Thank you for the request.

We would like to draw the customer's attention that since she used a voucher for depositing and in order to withdraw her winnings via a bank transfer, we need to make sure that both methods belong to the owner of the account. Therefore, she was requested to complete a standard KYC procedure. The first documents were provided on the 24th of March, however, we are still waiting for some of them to be sent to us.

Once the requested documents have been provided by the customer, she will be able to withdraw her funds as per the company's T&Cs.

We are sorry that the customer has to wait, however it's a standard procedure that the majority of the customers undergo for security reasons. The KYC procedure usually takes up to 5 business days from the moment when all the requested documents were provided.

Kind regards,

Casinoin Team

Dear bigbig60,

are you aware as to which documents are still required from you by the casino in order to complete the KYC verification procedure? Please let us about any issues you might have with providing them.

I sent everything and paid in with paysafe. But the payout is supposedly not possible with paysafe. I opened an account with N26 and gave the casino the account details. I don't have a bank statement because the account is online.

Habe alleszugeschickt und eingezahlt habe ich mit paysafe.Aber die Auszahlung geht ja angeblich nicht mit paysafe.Habe extra ein Konto bei N26 eröffnet und dem Casino die Kontodaten mitgeteilt. Bankauszug habe ich nicht da das Konto online ist.

Hello bigbig60,

Please, note that N26 works like a regular bank, and you can get a bank statement from them. Try and follow the steps found on their support page. https://support.n26.com/en-eu/payments-transfers-and-withdrawals/balance-and-limits/how-to-get-bank-statement-n26?s_id=164250397

Please, let me know when you send the required documents to the casino. Much appreciated!

I sent the bank statement. It seems to me that you are being put off in order not to pay out. Every time I ask, there is an excuse that the selfie is not good or that it does not fit. I have never had such difficulties with a casino.

Habe den Kontoauszug hingeschickt. Mir kommt es vor das man hingehalten wird um nicht auszuzahlen.Jedesmal wenn ich nachfrage kommt eine Ausrede das das Selfie nicht gut ist oder das nicht passt.Hatte noch nie solche Schwierigkeiten mit einem Casino.

Dear bigbig60,

could you provide the communication between you and the casino to my email tomas@casino.guru in order for me to better understand what is required from you by the casino? Much appreciated!

Hello,

We see that you have provided additional documents (IBAN confirmation) and selfie of a better quality as it was requested. We thank your for cooperation.

You may request your withdrawal, your account has been verified.

If you have any additional questions, please reach out to the Support team.

Kind regards.

Thanks for the reply to Casinoin team.

Dear bigbig60,

Finally some good news! Kindly request a withdrawal and I'll keep the complaint open until you manage to complete it successfully.

I first paid out 800 euros. Thank you for your help. God bless you and your team.

Habe erstmal 800 Euro in die Auszahlung gegeben.Vielen Dank für Ihre Hilfe.Gott schütze Sie und Ihr Team.

Dear bigbig60,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.