Cashwin Casino - プレイヤーのアカウント確認が遅れています。

Good afternoon. I opened an account at this casino, made a deposit, and requested verification so I could also make withdrawals. I have submitted all the necessary documents, but they are asking for a photo of me holding my ID along with a note. The photo is constantly being rejected for trivial reasons (see email with attached latest photo).

Buongiorno. Ho aperto un account in questo casino, fatto un deposito e richiesto la verifica per poter effettuare anche i prelievi. Ho inviato tutta la documentazione, ma mi viene richiesto una foto con in mano il documento ed una scritta. La foto mi viene sempre contestata per futili motivi (vedi mail con allegata ultima foto).

Dear cr02086,

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 and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your selfie seems to be the only issue?
• Could you please advise if the rest of your documents have been approved?

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,

Kristina

Good morning. My account has been verified after sending a lot of photos. I have decided to close the account anyway. You can consider the case solved

Buongiorno. Il mio conto è stato verificato dopo l'invio di moltissime foto. Ho comunque deciso di chiudere l'account. Potete ritenere il caso risolto

Dear cr02086,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru