JustCasino - 플레이어 계정 확인이 지연되었습니다.

i am unable to get my account verified. In March I made deposit with my visa debit card to this casino and shortly after that my card was replaced by the bank as they thought it was compromised. I threw out my card. They want a picture of the card which I can’t provide. Instead they said a statement showing the transactions with my name and card number. However my bank doesn’t put card numbers on their statements for visa debit. Just the bank account number. Very common for banks in Canada to not put the card number. I have provided the casino with a screenshot of the transaction from my bank showing the last three digits of the card number, as well as an account statement showing this transactions to the casino as well as my name and required information. I have also provided them email confirmation from my bank showing they can not edit the statements to add a card number. The casino refuses to provide any other options or take the information. Since march I have used other means to deposit which have been fully verified. However they refuse to withdraw my funds.

Dear Canadian24,

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 deposit method seems to be the only issue?
• Have you provided any other documents to verify your account, and have they all 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

Hi.

yes everything had been confirmed otherwise including IDs and other deposit methods. The issue steemed from 1 card that was replaced last month due to it being compromised. I believe I have worked it out after multiple chats and being ignored and disconnected on their chat. I am currently just waiting for the withdrawal to occur.

Thank you for your reply, Canadian24. Do I understand correctly that your account is now fully verified? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Thank you.

It has been completed now. Everything is good

Dear Canadian24,

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