GOOD EVENING, I HAVE WON 740 EUROS IN THE CASINO AND THEY ARE ASKING FOR ID VERIFICATION IN ORDER TO MAKE A WITHDRAWAL. I HAVE SUBMITTED MY ID FOR VERIFICATION BUT I RECEIVE A MESSAGE SAYING THAT I NEED TO CONTACT THE RELEVANT DEPARTMENT BECAUSE THEY CANNOT VERIFY MY SELFIE PHOTO. I'VE BEEN SENDING MESSAGES FOR A WEEK AND HAVEN'T RECEIVED A RESPONSE FROM THE RELEVANT DEPARTMENT. I TALK TO SUPPORT EVERY DAY AND THEY JUST KEEP TELLING ME TO WAIT FOR A RESPONSE. IT'S UNACCEPTABLE. I HAVE BEEN WAITING FOR A WEEK AND HAVEN'T RECEIVED ANY EMAIL FROM THE RELEVANT VERIFICATION (KYC) DEPARTMENT.

ΚΑΛΗΣΠΕΡΑ ΣΑΣ , ΕΧΩ ΚΕΡΔΙΣΕΙ 740 ΕΥΡΩ ΣΤΟ ΚΑΖΙΝΟ ΚΑΙ ΜΟΥ ΖΗΤΑΕΙ ΤΑΥΤΟΠΟΙΗΣΗ ΓΙΑ ΝΑ ΚΑΝΩ ΑΝΑΛΗΨΗ. ΕΚΑΝΑ ΤΗΝ ΤΑΥΤΟΠΟΙΗΣΗ ΑΛΛΑ Μ ΒΓΑΛΕ ΜΗΝΗΜΑ ΟΤΙ ΠΡΕΠΕΙ ΝΑ ΕΠΙΚΟΙΝΩΝΗΣΩ ΜΕ ΤΟ ΑΡΜΟΔΙΟ ΤΜΗΜΑ ΓΙΑΤΙ ΔΕΝ ΜΠΟΡΟΥΝ ΝΑ ΜΟΥ ΤΑΥΤΟΠΟΙΗΣΟΥΝ ΤΗΝ SELFIE PHOTO. ΕΧΩ ΣΤΗΛΕΙ ΜΗΝΥΜΑ ΕΔΩ ΚΑΙ ΜΙΑ ΕΒΔΟΜΑΔΑ ΚΑΙ ΔΕΝ ΕΧΩ ΠΑΡΕΙ ΑΠΑΝΤΗΣΗ ΑΠΤΟ ΑΡΜΟΔΙΟ ΤΜΗΜΑ, ΜΙΛΑΩ ΚΑΝΘΗΜΕΡΙΝΑ ΜΕ ΤΟ SUPPORT ΚΑΙ ΜΟΥ ΛΕΕΙ ΣΥΝΕΧΩΣ ΝΑ ΠΕΡΙΜΕΝΩ ΑΠΑΝΤΗΣΗ, ΕΙΝΑΙ ΑΠΑΡΑΔΕΚΤΟ ΠΕΡΙΜΕΝΩ ΜΙΑ ΒΔΟΜΑΔΑ ΚΑΙ ΔΕΝ ΕΧΩ ΛΑΒΕΙ ΚΑΝΕΝΑ EMAIL ΑΠΤΟ ΑΡΜΟΔΙΟ ΤΜΗΜΑ VERIFICATION(KYC)

Dear voyltsos,

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?
• When was the last time casino support contacted you regarding your verification documents?
• If there is any correspondence you received from the casino, please share it here, or alternatively, send the information to my email at [email protected]

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

GOOD EVENING DO WE HAVE AN UPDATE FROM THE CASINO? BECAUSE I STILL HAVE NOT RECEIVED AN EMAIL FROM THE COMPETENT DEPARTMENT OF THE CASINO.

ΚΑΛΗΣΠΕΡΑ ΕΧΟΥΜΕ ΚΑΠΟΙΑ ΕΝΗΜΕΡΩΣΗ ΑΠΟ ΤΟ ΚΑΖΙΝΟ? ΓΙΑΤΙ ΑΚΟΜΑ ΔΕΝ ΕΧΩ ΛΑΒΕΙ ΚΑΠΟΙΟ EMAIL ΑΠΤΟ ΑΡΜΟΔΙΟ ΤΜΗΜΑ ΤΟY ΚΑΖΙΝΟ.

IT HAS BEEN 10 DAYS AND I HAVE NOT RECEIVED AN EMAIL FROM THE DEPARTMENT, IT SEEMS A LITTLE ABSOLUTE TO ME FROM A CASINO WITH SUCH HIGH REVIEWS. DO WE HAVE ANYTHING NEW FROM YOU?

ΕΧΟΥΝ ΠΕΡΑΣΕΙ 10 ΜΕΡΕΣ ΚΑΙ ΔΕΝ ΕΧΩ ΛΑΒΕΙ EMAIL ΑΠΟ ΤΟ ΑΡΜΟΔΙΟ ΤΜΗΜΑ, ΜΟΥ ΦΕΝΕΤΑΙ ΛΙΓΟ ΠΑΡΑΛΟΓΟ ΑΠΟ ΕΝΑ ΚΑΖΙΝΟ ΜΕ ΤΟΣΟ ΥΨΗΛΕΣ ΚΡΙΤΙΚΕΣ. ΕΧΟΥΜΕ ΚΑΠΟΙΟ ΝΕΟ ΑΠΟ ΜΕΡΙΑΣ ΣΑΣ?

Thank you very much, voyltsos, for providing the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi voyltsos,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Smokace Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case?

Kind regards,

Natalia

THIS CASINO IS UNACCEPTABLE WHILE WAITING 10 DAYS TO GET IDENTIFIED ALL TODAY AND STILL I CAN'T WITHDRAW MY MONEY NOW THEY ARE TELLING ME BECAUSE THEY HAVE TO VERIFY THE PLAY HISTORY MY ION WHICH THEY SAY TAKES 3-14 DAYS.

UNACCEPTABLE, PLEASE DO NOT END MY COMPLAINT UNTIL MY WITHDRAWAL IS COMPLETED, BECAUSE I AM VERY AFRAID THAT I WILL NEVER RECEIVE THIS MONEY!

ΑΥΤΟ ΤΟ ΚΑΖΙΝΟ ΕΙΝΑΙ ΑΠΑΡΑΔΕΚΤΟ, ΕΝΩ ΠΕΡΙΜΕΝΑ 10 ΜΕΡΕΣ ΓΙΑ ΝΑ ΚΑΝΩ ΤΑΥΤΟΠΟΙΗΣΗ, ΤΗΝ ΟΛΟΚΛΗΡΩΣΑ ΣΗΜΕΡΑ ΚΑΙ ΠΑΡΟΛΑ ΑΥΤΑ ΔΕΝ ΜΠΟΡΩ ΝΑ ΤΡΑΒΗΞΩ ΤΑ ΧΡΗΜΑΤΑ ΜΟΥ ΤΩΡΑ ΜΟΥ ΛΕΝΕ ΓΙΑΤΙ ΠΡΕΠΕΙ ΝΑ ΚΑΝΟΥΝ ΕΠΑΛΗΘΕΥΣΗ ΤΟΥ ΙΣΤΟΡΙΚΟΥ ΠΑΙΧΝΙΔΙΩΝ ΜΟΥ ΤΟ ΟΠΟΙΟ ΛΕΝΕ ΔΙΑΡΚΕΙ 3-14 ΜΕΡΕΣ.

ΑΠΑΡΑΔΕΚΤΟ, ΘΑ ΠΑΡΑΚΑΛΟΥΣΑ ΝΑ ΜΗΝ ΚΛΙΣΕΙ ΤΟ ΠΑΡΑΠΑΝΟ ΜΟΥ ΜΕΧΡΙ ΝΑ ΟΛΟΚΛΗΡΩΘΕΙ Η ΑΝΑΛΗΨΗ ΜΟΥ, ΓΙΑΤΙ ΠΟΛΥ ΦΟΒΑΜΑΙ ΟΤΙ ΑΥΤΑ ΤΑ ΧΡΗΜΑΤΑ ΔΕ ΘΑ ΤΑ ΠΑΡΩ ΠΟΤΕ!

Thank you for the updates, voyltsos. We'll keep your complaint opened. I still hope that the casino will also reply here since we asked for their participation in this case.

I WOULD LIKE TO THANK CASINO GURU FOR RESOLVING THE ISSUE.

MY MONEY HAS BEEN CREDITED.

ΘΑ ΗΘΕΛΑ ΝΑ ΕΥΧΑΡΙΣΤΗΣΩ ΤΟ CASINO GURU ΓΙΑ ΤΗ ΕΠΙΛΥΣΗ ΤΟΥ ΘΕΜΑΤΟΣ.

ΤΑ ΧΡΗΜΑΤΑ ΜΟΥ ΠΗΣΤΩΘΗΚΑΝ.

Dear voyltsos,

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,

Natalia

www.kpvfaw.com