DelOro Casino - プレイヤーの書類確認が遅れています。

The casino is delaying the document verification process, and there's no response regarding the verification of my account. Instead, the live chat just advises me to keep playing because the RTP is supposedly high. This is a very untrustworthy casino, and I've already given up on getting my money back.

Casino zieht die Dokumenten Überprüfung in die Länge, keine Reaktion von Casino wegen der Verifizierung meines Accounts, stattdessen wird im live Chat nur der Hinweis gegeben weiter zuspielen weil der rtp zu groß ist, sehr unseriöses Casino, ich habe schon abgeschlossen mein Geld zubekommen

Dear Kevbo1337,

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.

• Could you please advise which documents you have already provided and when exactly you sent 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,

Kristina

Hello, I submitted the documents that can only be uploaded on the casino website, which were a selfie and one page of my ID, because you can't upload both sides, you can only upload one file with the ID. This was 50 hours ago and nothing has happened since then.

Hallo, ich habe die Dokumente die man nur auf der Casino Seite hochladen kann eingereicht das waren ein Selfie und eine Seite meines Ausweis, weil man nicht beide Seiten hochladen kann, man kann nur eine Datei bei dem Ausweis hochladen. Das ganze ist vor 50 Stunden gewesen seit dem ist nichts weiter passiert.

Account has been verified! Money has also been credited to my account you can close the case as solved

Konto wurde verifiziert! Geld ist auch auf mein Konto eingegangen sie können den Fall als gelöst abschließen

Dear Kevbo1337,

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