Good evening. I created an account and I am trying to withdraw my winnings as they do not accept my identification. They do not approve my Greek identity. There is no driver's license or passport available. Please help me.

Καλησπ?ρα σα? .?κανα λογαριασμ? και προσπαθ? να αποσ?ρω τα κ?ρδη μου καθ?? δεν δ?χονται την ταυτοπο?ηση στοιχε?ων μου .Δεν εγκρ?νουν την ελληνικ? ταυτ?τητα μου .Διαθ?σιμο δ?πλωμα οδ?γηση? η διαβατ?ριο δεν υπ?ρχει .Παρακαλ? βοηθ?στε με.

Dear tsaknakek,

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 your picture ID 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

Good evening again they rejected my withdrawal telling me that I have a duplicate account which is not valid I do not even understand what they mean. Also if my withdrawal is not accepted then the amount I deposited will be returned to me. I do not understand the reason why I can not withdraw My money .They tell me that I violated Article 13 .I have submitted that the requested item was accepted and the only problem is that I violated this article which I do not even know about the violation .I would like to sue the casino .I claim my winnings. I wasted time to be able to turn the required amount. Thank you

Καλησπ?ρα και π?λι απ?ρριψαν την αν?ληψη μου λ?γοντα? μου ?τι ?χω διπλ?τυπο λογαριασμ? πρ?γμα που δεν ισχ?ει δε καταλαβα?νω καν τι εννοο?ν .Επ?ση? αν δεν γ?νει αποδεκτ? η αν?ληψη μου τ?τε να μου επιστραφε? το ποσ? που κατ?θεσα .Δεν καταλαβα?νω το λ?γο που δε μπορ? να βγαλω τα χρ?ματα μου .Μου λ?νε ?τι παραβ?ασα το ?ρθρο 13 .?χω υποβ?λλει ?τι στοιχε?ο ζητ?θηκε ?γινε αποδεκτ? και το μ?νο πρ?βλημα ε?ναι ?τι παραβ?ασα το συγκεκριμ?νο ?ρθρο το οπο?ο δε γνωρ?ζω καν περ? τ?νο? παραβ?αση? .Θα ?θελα να υποβ?λλω μυνηση στο καζ?νο .Απαιτ? τα κ?ρδη μου .Σπατ?λησα χρ?νο για να μπορ?σω να τζιραρω το απαιτο?μενο ποσ? .Σα? ευχαριστω

Additional comments from the player:

"Good evening, I have withdrawn and verified you at the 24k casino and they do not accept my Greek identity card. I do not have any other document, diploma or passport. Can you help me? What can I send?"

Additional comments from the player:

"Καλησπ?ρα σα? ?χω κ?νει αν?ληψη και verification στο 24k casino και δε δ?χονται την ελληνικ? ταυτ?τητα μου .Δεν ?χω κ?ποιο ?λλο ?γγραφο δ?πλωμα η διαβατ?ριο .Μπορε?τε να με βοηθ?σετε ? Τι μπορ? να στε?λω ."

Thank you, tsaknakek, for your reply. I have checked the general terms and conditions and article 13 is very vague and without any further explanation from the casino, we won't be able to proceed. However, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

If there’s any relevant communication, please forward it to [email protected]. 

Good evening, no member of my family has opened and my email has not been used by anyone else. I have sent all my documents and even a selfie with my ID. I want to proceed with the complaint. Or open the subject again. I received from the first deposit and my active bonus which I had circulated as required. Then I provided all the supporting documents. The answer I received is that I accept a penalty because I violated Article 13 rule.

Καλησπ?ρα σα? δεν ?χει ανο?ξει καν?να μ?λο? τη? οικογ?νεια? μου και δεν ?χει χρησιμοποιηθε? το μ?ιλ μου απ? καν?να ?λλο .?χω στε?λει ?λα τα ?γγραφα μου ακ?μη και σελφιε με την ταυτ?τητα μου .θ?λω να προχωρ?σω στην καταγγελ?α .Η να ανο?ξει το θ?μα π?λι .Τα κ?ρδη μου προ?κυψαν απ? την πρ?τη κατ?θεση και το ενεργ? μπ?νου? μου το οπο?ο ε?χα τζιραρει ?πω? προ?π?θετε.Στη συν?χεια προσκ?μισα ?λα τα δικαιολογητικ? .Η απ?ντηση που ?λαβα ε?ναι ?τι δ?χομαι ποιν? γιατ? παραβ?ασα το ?ρθρο καν?να 13 .Παρακαλ? απαιτ? τα κ?ρδη μου απ? το καζ?νο .

Thank you very much, tsaknakek, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([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.  

Thank you very much I look forward to hearing from you!

Σα? ευχαριστ? πολ? αναμ?νω απ?ντηση !

Hello tsaknakek,

I will assist you with the complaint from now on. I would like to ask the representatives of 24K Casino to join the discussion in order to help us resolve the issue.

24k casino,

Could you explain why the ID wasn't accepted as a valid document and based on what information you came to the conclusion that article 13 of your terms and conditions were breached? Please provide us with a detailed explanation. Your cooperation is greatly appreciated!

We would like to ask 24K 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’.

Dear tsaknakek,

 I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

 The casino can reopen this complaint anytime.