Casongo Casino - Играчът се бори да завърши проверката на акаунта.

Hello, I am in a small situation where I have won NOK 1,600. A little over a month ago, I won NOK 4,200.

the 4200 NOK was paid after I had sent pictures of health insurance, driver's license, passport and a picture of a bill, followed by a small tantrum because they kept demanding more, in the end they paid out.

now I am left with a payment of NOK 1600, which they will not pay, I have sent them information about my work, a picture of my pay slip, a 3-month account overview and a picture of my debit card.

and they keep demanding more, now they also want pictures of my employment contract because they say I have hit some kind of maximum amount.

I have won money with leovegas and MR green and have never heard of this kind of nonsense before.

now they just choose not to respond and I'm at the point where I'm so angry and think it's completely absurd that they should know more than my own bank if I were to get a loan that I want to take it to court.

Hej jeg står i en lille situation hvor jeg har vundet 1600,- for en lille måned siden vandt jeg 4200,-.

de 4200,- blev udbetalt efter jeg havde sendt billeder af sygesikring, kørekort, pas og billede af en regning, efterfulgt af et lille raseri anfald fordi de blev ved med at forlange mere, til sidst udbetalte de.

nu står jeg med en udbetaling på 1600,- som de ikke vil udbetale, jeg har sendt dem oplysning omkring mit arbejde, billede af lønseddel, 3 måneders konto oversigt, og billede af mit hævekort.

og de bliver ved med at forlange mere nu vil de også have billeder af min ansættelses kontrakt fordi de siger jeg har ramt et eller andet maks beløb.

jeg har vundet penge hos leovegas og MR green og har aldrig hørt noget om den slags nonsens før.

nu vælger de bare ikke at respondere og jeg er der hvor jeg er så sur og syntes det er fuldstændig absurd de skal vide mere end min egen bank hvis jeg skulle have et lån at jeg får lyst til at tage det i retten.

Dear Malgii,

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.

Do I understand correctly that providing Proof of Income seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I understand the process very well but thought this was a bit violent, they have made payments to me before, but now it was suddenly a huge problem and I had to be completely verified.

I have sent them pictures of everything in perfect shape where you can see all the corners etc.

what they got from me is:

passport

driver's license

3 months salary slip

bill with name and address

health insurance

information about my work

3 months overview from my bank account

and yes now they demanded to see my work contract and I have to honestly put my foot down and say that can't be right, the information I've fed them is absolutely outrageous.

Jeg forstår udemærket godt processen men syntes det her er lidt voldsomt, de har lavet udbetaling til mig før, men nu var det lige pludselig et kæmpe problem og jeg skulle fuldstændig verificeres.

jeg har sendt dem billeder af alt i perfekt form hvor du kan se alle hjørner osv.

det de har fået af mig er:

pas

kørekort

3 måneders lønseddel

regning med navn og adresse

sygesikring

information om mit arbejde

3 måneders overblik fra mine konto i banken

og ja nu forlangte de at se min arbejdskontrakt og der må jeg ærligt sætte foden i jorden og sige det kan fandme ikke være rigtigt, det er jo helt voldsomt med information jeg har fodret dem med.

Dear Malgii,

Thank you for the clarification. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply with and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible. 

Dear Malgii,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.