Casinia Casino - O processo de verificação do jogador está atrasado.

Good afternoon. The casino requested documents for account verification, and I sent everything (selfies, proof of address, ID card, and bank statements).

All these documents have been approved except for the bank statement, which I sent 3 weeks ago. I have been to the chat multiple times and they cannot provide a clear answer about the reason for such a delay...

They always say they will send a response via email, but it has been so long and I have never received a single email.

Boa tarde. O casino em questão solicitou documentos para validação de conta, enviei tudo (selfies, comprovativo de morada, cartão de cidadão e extratos bancários).

Todos estes documentos foram validados exceto o extrato bancário que já enviei faz 3 semanas. Fui inúmeras vezes ao chat e não sabem dar uma resposta concreta em relação ao motivo de tamanha demora...

Dizem sempre que vão mandar uma resposta via email, no entanto já se passou tanto tempo e nunca recebi um único email.

Dear luisjesus99,

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.

• Do you have access to your player's account currently?
• Have you provided all the required documents as soon as possible and in the correct format?
• When was the last time you were in contact with the casino regarding the issue? When was the last time the casino responded?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear luisjesus99,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.