Doggo Casino - Spillerens verifikationsproblem blokerer tilbagetrækning.

I have two withdrawals pending; they appear in my transaction list. I've previously made withdrawals without issue. I understand the requirement to verify my account, so I received the link and began sending in my documents. However, the document to verify my address was repeatedly rejected. Eventually, I couldn't try anymore. I was unable to reach the casino's live chat, instead I was directed to email correspondences where it takes hours to get a response. Finally, this morning, I was able to access live chat and received a new link to verify my address. I submitted a copy of my current electricity bill but after a long wait, I received an error message stating that they couldn't verify my identity, and I couldn't submit any further documents. Now, once again, I can't live chat with them. I can log in, deposit, and play, but only my withdrawals are not going through due to this.

Jag har 2 uttag pending, dem står med på min translanktions lista. Jag har tidigare gjort uttag utan problem. Jag förstår att man måste verifiera sitt konto, jag fick länken och började skicka in mina dokument, men dokumentet för adressen nekandes om och om igen, tillslut kunde jag inte försöka mer. Casinots live chat fick jag aldrig igång utan jag skickades bara till mail konversationer där det tar timmar innan jag får svar. Tillslut imorse fick jag upp livechat och fick tillslut en ny länk för att verifiera min adress, skickade in kopia på månadens el räkning, efter lång tids väntan fick jag felmeddelande att dem inte kunde verifiera min identitet, jag kunde inte heller skicka in fler dokument. Och nu kan jag återigen inte livechatta med dem. Logga in, sätta in och spela kan jag, detta är bara mina uttag som inte går igenom pga detta.

Dear Eeeelin,

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 and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Hello! I was frustrated and annoyed. And it felt like I was being cheated. I understand that it is an important part, but when you stand there and do not get a good document, which is also very limited, when you get so much directly on the phone today and the casino says that they are online 24/7 to be there help. But when it was really needed I couldn't open the live chat and as I said the email took hours to get a reply and then the answers could be vague and not helpful at all. Every now and then I wrote here in frustration and desperation. 1 think that it should be clear from the beginning of the verification that you only have a number of attempts. Then I think that a casino should not state 24/7 support when it does not appear to be so. Now I have received the documents to be submitted and my account is verified and the withdrawals are approved, so now I hope the money will come in tomorrow.

Hej! Jag var frustrerad och irriterad. Och det kändes som jag skulle bli lurad. Jag förstår att det är en viktig del men när man står där och inte får till ett bra dokument, som dessutom är väldigt begränsat, då man får så mycket direkt i telefonen idag och casinot menar att dem är online 24/7 för att finnas till hjälp. Men när det verkligen behövdes kunde jag inte öppna live chatten och som sagt mailen tog timmar att få svar på och då kunde svaren vara vaga och inte alls till hjälp. Där och då skrev jag här i frustration och desperation. Tycker 1 att det ska framgå från början av verifieringen att man bara har ett antal försök. Sen tycker jag att ett casino inte ska uppge 24/7 support när det inte verkar vara så. Nu har jag fått till dokumenten som ska in och mitt konto är verifierat samt uttagen är godkända, så nu hoppas jag pengarna kommer in under morgondagen.

Great news. Thank you, Eeeelin, for the update. Please let me know when you receive your winnings.

Dear Eeeelin,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.