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Verification becomes extremely difficult and takes days.

There is also no notification as to whether the documents will be approved.

Verifizierung wird total erschwert und es dauert Tage .

Man bekommt auch keine Meldung ob die Dokumente zugelassen werden .

Dear Jonas23111,

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

Could you please advise 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?

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

I have now submitted the ID, picture with ID and page, invoice with address and e-wallet payment to the site 3 times.

Something wasn't ok but nothing came back when I asked questions.

The KYC department refers me to support if I have any questions and the support says I should send the KYC an email.

Ich hab jetzt 3 Mal den Ausweis,Bild mit Ausweis und Seite, Rechnung mit Adresse und die E-Wallet -Zahlung bei der Seite eingereicht.

Irgendwas war nicht okey aber bei Fragen kommt nichts zurück.

Die KYC Abteilung verweist mich bei Fragen an den Support und der Support sagt ich soll der KYC eine Mail schreiben.

Jonas23111,

Has the status of your verification changed? Please keep us informed if you require any additional assistance.

In the meantime it worked.

Can the complaint close .

Mittlerweile hats geklappt .

Können die Beschwerde schließen .

I am glad to hear your account is verified. Could you please confirm if the 2000€ disputed value refers to a withdrawal from the casino? Was the withdrawal successful as well?

Dear Jonas23111,

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.

Dear Jonas23111,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru