Hi, I've been struggling to verify my account for almost a week now. My driver's license is approved as well as proof of address and two of my regular cards. They do not approve my virtual clear card despite countless screenshots and explanations that this is not a physical card and that the information is not exactly the same as on a physical card. I have sent the screen dump on the back of the card and on the front.

virtual cards are different and this is a card that is in my klarna app and you identify yourself with bankide to enter your app. This is something that is common today. I felt compelled to remove the card and it is now no longer active and have sent screenshots of it so they can see. This is frustrating and I have 4000 euros in the account. The account must be verified within 30 days and they don't answer what they think is wrong but just don't approve. I am sending with what I sent and now that I have removed the card. Also have chats that I can attach later if needed.

mvh Ulrika

Hej jag har nu k?mpat med att verifiera mitt konto i snart en vecka . Mitt k?rkort ?r godk?nt lika s? bevis p? adress och tv? av mina vanliga kort . Dom godk?nner inte mitt virtuella klarna kort trots otaliga sk?rmdumpar och f?rklaringar att detta inte ?r ett fysiskt kort och att uppgifterna inte ?r exakt samma som p? ett fysiskt kort . Jag har skickat sk?rm dump p? kortet baksida och p? framsidan .

virtuella kort ?r annorlunda och detta ?r ju ett kort som ?r i min klarna app och man identifierar sig med bankide f?r att komma in i din app . Detta ?r ju ngt som ?r vanligt idag .Jag k?nde mig tvungen att ta bort kortet och det ?r nu l?ngre inte aktivt och har skickat sk?rmdumpar p? det s? att dom kan se . Detta ?r frustrerande och jag har 4000 euro p? kontot . Kontot m?ste ju vara verifierat inom 30 dagar och dom svara inte p? vad det ?r dom anser ?r fel utan bara icke godk?nner . Jag skickar med vad jag skickat och nu n?r jag tagit bort kortet . Har ?ven chattar som jag kan bifoga senare vid behov .

mvh Ulrika

Dear 6ry4gmgpgx,

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

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, yes, everything else is approved, my address and my two other cards and driver's license are approved. It is only the virtual card that is now no longer active because they refuse to approve that document, so I removed it from my Apple Pay. So now I hope they approve the screenshots where I show that the card is no longer active. Before it's ready, I can't start any withdrawals right now, I have about 5000 euros in the account. I have also been in contact with Klarna to ask them to send me a document that I had the card and that it is no longer active. If they do not approve my sent screenshots.

Hej ja allt annat ?r godk?nt min adress och mina tv? andra kort och k?rkort ?r godk?nt . Det ?r bara det virtuella kortet som nu inte ?r aktivt l?ngre eftersom dom v?grar godk?nna det dokumentet s? tog jag bort det fr?n min Apple Pay . S? nu hoppas jag att dom godk?nner sk?rmdumparna d?r jag visar att kortet ej ?r aktivt l?ngre . Innan det ?r klart kan jag inte p? p?b?rja ngt uttag just nu har jag ca 5000 euro p? kontot . Jag har ?ven varit i kontakt med klarna att bett att dom ska skicka ett dokument p? att jag haft kortet och att det inte l?ngre ?r aktivt . Ifall dom ej godk?nner mina skickade sk?rmdumpar .

Hi, I just wanted to add that they don't approve my documents I sent that the card is inactive and that I removed it from Applepay and clear. I have sent this to them.

Since

I suspected they wouldn't accept it. Have I contacted Klarna and wait for them to send me a document by email about this and proof that I had it and that it has been completed. Attaches files to what I sent last to onestep which they do not approve. This is absolutely incredible, everything else is an approved address. Driving license my two other cards. Been struggling with the verification since 11/23.

Hej jag ville bara till?gga att dom inte godk?nner mina dokument jag skickat p? att kortet ?r inaktivt och att jag tagit bort det fr?n Applepay och klarna . Detta har jag skickat till dom.

Eftersom

jag misst?nkte att dom inte skulle acceptera det . Har jag kontaktat klarna och v?nta p? att dom ska skicka ett dokument p? email om detta till mig och bevis p? att jag haft det och att det ?r avslutat . Bifogar filer p? det jag skickat senast till onestep som de ej godk?nner . Detta ?r helt otroligt allt annat ?r godk?nt adress. K?rkort mina tv? andra kort . Har k?mpat med verifieringen sen den 23/11.

Hello, this document from Klarna certifies that I had the card and that it is now deregistered. I have uploaded this to my gaming account at Onestepcasino. They asked for an official document from Klarna that it is finished and that I owned it.

Hej detta dokument fr?n klarna intygar att jag haft kortet och att det nu ?r avregistrerat Detta har jag laddat upp p? mitt spelkonto hos Onestepcasino . Dom efterfr?gade ett officiellt dokument fr?n klarna att det ?r avslutat och att jag ?gt det .

Thank you very much, 6ry4gmgpgx, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks so much for the info

// Ulrika

Tack s? mycket f?r info

// Ulrika

Hello Ulrika!

From now on, I will take care of your complaint. In order to proceed, I would like to invite representatives of Onestep Casino into this complaint so they can participate on the resolution with us.

Thank you very much I started to verify my account on 23/11 and you have one month otherwise the account will be closed and I have around 7000 euros in the account. Hope we can solve it in time.

Tack s? mycket jag b?rjade verifiera mitt konto den23/11 och man har en m?nad p? sig annars st?ngs kontot och jag har runt 7000 euro p? kontot . Hoppas vi hinner l?sa det .

Hello, I have now got my account verified. They approved the latest document.

Hej nu har jag f?tt mitt konto verifierat . Dom godk?nde senaste dokumentet .

Dear Ulrika,

Thank you for letting us know about the good news. We would like to leave this complaint open until you will manage to complete your withdrawal process. Please, keep us informed once you will be able to receive your funds.

Absolutely, since you can only make withdrawals of 1,000 euros within 24 hours, there will be no withdrawals.

Absolut det ska eftersom man bara kan g?ra uttag p? 1000 euro inom 24 tim bli det Ngr uttag .

Dear Ulrika,

Could you please be more exact on why there will be no withdrawals? Also, I'd like to ask you, could you please specify the amount of your balance you'd like to withdraw from the casino, as I have noticed, that there were multiple amounts mentioned by the course of this complaint.

Hi, I had 3 withdrawals of 1000 euros each which they declined and I received an email saying that I should send iban bank statements, which I already did in the first round of the verification process. I have now sent this document in again. And then I have to wait further for approval.

then it starts all over again with the withdrawals because you can only withdraw 1000 euros in a 24 hour period. Unbelievable casino that deliberately delays everything.

Hej jag hade 3 stycken uttag p? 1000 euro vardera som dom avb?jde och jag fick mejl om att jag skicka iban bankstatement vilket jag gjorde redan den f?rsta omg?ngen av verifieringsprocessen. Nu har jag skickat in detta dokument igen . Och sedan f?r jag v?nta ytterligare p? godk?nnande .

s? b?rjar det om igen med uttagen eftersom man bara kan ta ut 1000 euro under en 24 timmars period . Helt otroligt casino som medveten f?rdr?jer allt.

Hello Ulrika!

Do I understand it correctly that your account although it's already verified KYC verification wise and now you need to wait for the casino to approve your bank statement and IBAN in order to proceed with the withdrawals?

That's exactly how it is.

Exakt s? ?r det .

Thank you for helping me to clarify the matter, Ulrika. It seems that the whole situation is moving in a positive direction. The verification process was successfully completed by the course of this complaint, so I'd like to suggest that we would wait for 7 more days in order for your withdrawal documents to be processed, should there be any complications, we will contact the casino.

Please keep us informed about the whole situation.

Thank you very much that sounds good.

Tack s? mycket det l?ter bra .

Still waiting for them to approve the iban. Keep you updated .

V?ntar ?nnu p? att dom ska godk?nna iban . H?ller dig uppdaterad .

Hi, they don't approve my bank statement. I am forwarding this to you. I have sent files to onestep but can't manage to send them here, so I'm sending screenshots of what I sent to them.

Hej dom godk?nner inte mitt bank State ment . Jag skickar ?ver detta till dig . Jag har skickat filer till onestep men lyckas ej skicka dom h?r d?rf?r skicka jag sk?rmdumpar p? vad jag skickat in till dom .

Hi, I just wanted to say that I managed to send a file where both the iban and bank statement were on the same page. It wasn't quite easy because the file got too big, so I had to trick myself, but it still worked. Because that's probably how they insist on having it.

This is so hard, it feels like they just want to delay everything and avoid being bitten.

Hej jag ville bara tala om att jag lyckades skicka en fil d?r b?de iban och kontoutdrag var med p? samma sida . Det va inte helt l?tt f?r filen blev f?r stor s? fick trixa men gick ?nd? . F?r det ?r s?kert s? dom envisas med att ha det .

Detta ?r s? jobbigt k?nns som dom bara vill f?rdr?ja allt och slippa bet .

Dear Ulrika,

Thank you for providing me with an update on the situation. As I have mentioned earlier, we will now contact the casino representatives and we'd like to receive some explanation for the situation.

Thank you very much for helping me further.

Tack s? mycket f?r att du hj?lper mig vidare .

Hi, I just wanted to say that I have deposits of at least 20 thousand kroner, so according to the casino's rules about winnings of 15 gr on a deposit, I have already met those conditions. Then I download my deposits and each individual deposit with transaction ID if needed.

Hej jag ville bara s?ga att jag har ins?ttningar p? minst 20 tusen kronor s? enligt casinot regler om vinster p? 15 gr p? ins?ttning dom villkoren har jag uppfyllt redan . Sen har jag laddar ner mina ins?ttningar och varje enskild ins?ttning med transaktions id om det skulle beh?vas .

Hi, they don't approve anything I sent in. So now I have contacted my bank and asked them to send me an official bank document with all my account information and I have to take a picture of it and send it. This will not arrive at my house until Fri next week at the earliest.

Hej dom godk?nner inget av det jag skickat in . S? nu har jag kontaktat min bank bett dom skicka hem ett officiellt bank dokument med alla mina konto uppgifter och jag m?ste ta kort p? det och skicka. Detta kommer inte komma hem till mig f?rr?n tidigast fre n?sta vecka .

Hello, I have now had my iban approved and started my first withdrawal of several I will make. Will keep you updated until I have received all withdrawals paid to my bank account.

Hej har nu f?tt mitt iban godk?nt och p?b?rjat mitt f?rsta uttag av flera jag kommer g?ra . H?ller er uppdaterade tills jag f?tt samtliga uttag utbetalade till mitt bankonto.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Received my first withdrawal to my bank account now

F?tt mitt f?rsta uttag till mitt bankkonto nu

Hello Ulrika!

Have you received any further withdrawals? Since the casino does not respond to the complaint, could you please provide us with any updates?

I am looking forward to your reply.

I have received 2 withdrawals to my bank account and one more is on the way so it seems to be going well. Thanks

Jag har f?tt2 st uttag till mitt bankkonto och ett till ?r p? v?g s? det verkar g? v?gen . Tack

Hello, everything is fine now I have received all my withdrawals to my bank account. Thanks for all the help.

Hej allt ?r bra nu f?tt Alla min uttag till mitt bankkonto . Tack f?r allt hj?lp .

Hello Ulrika!

I am delighted to see the good news, thank you for informing us. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.