Morospin Casino - A verificação da conta do jogador está atrasada.

Hello. I'm having trouble authenticating my account.

I made a deposit with a prepaid card and they asked me for photos of both sides of the card. I explained to them repeatedly that it is a digital prepaid card. They asked me for a document from the bank confirming that the card is in my name. I uploaded that too. I upload photos of the card and they keep rejecting them. Everything else (ID, Address, they have accepted. I don't know what else to do. I have asked them to manually check the documents but to no avail.

Γεια σας. Έχω πρόβλημα με την ταυτοποίηση του λογαριασμού μου.

Έκανα κατάθεση με prepaid card και μου ζήτησαν φωτογραφίες από την κάρτα και τις δύο πλευρές. Τους εξήγησα επανειλημμένα ότι πρόκειται για ψηφιακή προπληρωμενη κάρτα. Μου ζήτησαν ένα έγγραφο από την τράπεζα που να βεβαιώνει ότι η κάρτα είναι στο όνομα μου. Το ανέβασα και αυτό. Ανεβάζω φωτογραφίες τις κάρτας και τις απορρίπτουν συνεχώς. Όλα τα άλλα( ταυτότητα, Διεύθυνση, τα έχουν κάνει δεκτά. Δε ξέρω τι άλλο να κάνω. Τους έχω ζητήσει να γίνει χειροκίνητα ο έλεγχος των εγγράφων αλλά μάταια.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the communication between you and the casino’s customer support regarding the verification of your card to veronika.f@casino.guru? Kindly include a document from your bank confirming that the prepaid card is in your name as well.
• Has the casino offered any alternative ways to verify your prepaid card, such as a verification video?
• Could you please explain how you obtained the prepaid card? Is it linked to your bank account, or did you purchase it through another provider?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear DESPINA_9,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika