Run4Win Casino - 本人確認の問題により、プレイヤーの出金が遅延しています。

Hello,

I'm having the following problem with verification. I have a virtual credit card linked to my Jeton account, as the deposit method via Jeton is currently unavailable. Since I wanted to make a withdrawal, I was asked to photograph and upload the credit card. However, because I only have a virtual credit card, I had to take a screenshot. This screenshot is not being accepted. I'm a bit confused because the virtual card has the exact same information (name, number, expiry date, CVC) as the physical card. Support wants me to obtain confirmation from the bank. I've already submitted a request. I also ordered a physical card today, which will arrive in the next 5-10 business days, incurring a fee. Other screenshots, clearly showing that I am the account holder, were also rejected. I should mention that I've had my Jeton account verified at the casino for a long time. I've regularly deposited and withdrawn funds without any problems. I'm only filing this complaint as a precaution because I've had a similar issue with another casino before. I hope the problem will be resolved by the time the physical card arrives. Otherwise, I will send you all the documents again.

Best regards, Dominic

Hallo,

Ich habe folgendes Problem beim verifizieren. Ich habe über mein Jetonkonto eine virtuelle Kreditkarte, da es die Einzahlungsmethode über Jeton momentan nicht mehr gibt. Da ich eine Auszahlung tätigen wollte, sollte ich die Kreditkarte fotografieren und hochladen. Da ich aber nur eine virtuelle Kreditkarte habe, musste ich einen Screenshot machen. Dieser wird aber nicht akzeptiert. Ich bin etwas irritiert, weil auf der virtuellen Karte genau die gleichen Daten stehen (Name, Nummer, Ablaufdatum, CVC) wie auf der physischen Karte. Der Support möchte dass ich eine Bestätigung von der Bank einhole. Ich habe schon eine Anfrage gestellt. Ebenso habe ich heute auch noch gebührenpflichtig eine Physische Karte bestellt, die in den nächsten 5-10 Werktagen ankommt. Andere Screenshots, wo klar zu erkennen ist dass ich der Inhaber des Kontos bin wurden auch nicht akzeptiert. Dazu muss ich sagen, dass ich auch seit langem mein Jetonkonto im Casino verifiziert habe. Ich habe damit regelmäßig ein und ausgezahlt und es gab keine Probleme. Ich mache diese Beschwerde nur vorsorglich, weil ich schon mal ein ähnliches Problem bei einem Casino gehabt habe. Ich hoffe dass sich das Problem spätestens mit Ankunft der physischen Karte erledigt. Ansonsten würde ich Ihnen auch nochmal alle Dokumente zukommen lassen.

Viele Grüße Dominic

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Dear fishmaker86, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

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

Dear fishmaker86,

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,

Attila