Casinoin - Eine erweiterte KYC-Überprüfung behindert die Auszahlung des Spielers.

I registered with a casino called CASINOIN around May.

I have made deposits seven times since then.

It was only after my seventh deposit that I could make a withdrawal, and when I applied for it, I was asked for KYC verification.

As this is also demanded at other casinos, I had been submitting what they asked for in the same way, but every time I submit something, they ask for new documentation and the verification process is not ending.

The following are the documents that have been asked for so far.

①Driver's License

②Residence Certificate

③Selfie with Driver's License

④Selfie with Driver's License and a screenshot of the live chat

⑤Selfie with Residence Certificate

⑥Payment history from JETON to CASINOIN

⑦Payment history from VEGA to CASINOIN

⑧JETON profile section

⑨VEGA profile section

⑩Complete transaction history from VEGA since May in PDF. (Including all non-CASINOIN transactions)

⑪Complete transaction history from JETON since August in PDF (Including all non-CASINOIN transactions)

Despite submitting all of the above, they are asking additional for:

・Selfie with an ID other than a driver's license

・Complete transaction history from JETON since August (with all transactions open)

However, because I do not possess a passport, I asked what other legitimate proof of identity I can provide besides my driver's license and passport? (Apparently, the residence certificate won't do.)

Yet I did not receive a proper response to this; instead, I was simply told to send a selfie with some other proof of identity.

In addition, they're asking for "the full transaction history from JETON since August" with all transactions open. Unlike the VEGA wallet, there is no way to convert transaction history on JETON to PDF, so I am currently in the process of sending screenshots one by one. It took me quite a bit of time to prepare ⑪, but now they are asking me to prepare and send the documents with all transactions open, leaving me puzzled.

(I've explained to the casino that JETON lacks a feature to convert to PDF.)

I have been exchanging daily and being asked for new documents, so I am in a situation where my work time is also being chipped away. I am troubled by these exchanges that have no end in sight.

I have never been asked for so many identity proofs at other casinos, so I thought it might be a malicious refusal to pay, and I am becoming neurotic being asked for new documents daily, so I came to consult here.

Is it normal to have to submit such a vast amount of documents to complete the first withdrawal?

Moreover, what should I do moving forward?

CASINOINと言うカジノに、5月くらいに登録しました。

5月から7回入金しています。

7回目の入金で初めて出金まで行けたので、出金申請したところKYC認証を求められました。

他のカジノでも同様に求められるので、同じように言われた物を提出していたのですが、出す度に新しい提出物を求められて一向に認証が終わりません。

以下がここまで提出を求められた資料になります。

①免許証

②住民票

③免許証との自撮り

④免許証との自撮り＋ライブチャットが映ってる写真

⑤住民票との自撮り

⑥JETONからCASINOINへの入金履歴

⑦VEGAからCASINOINへの入金履歴

⑧JETONのプロフィール欄

⑨VEGAのプロフィール欄

⑩5月以降のVEGAの全取引履歴をPDF（CASINOIN以外の取引も全て）

⑪8月以降のJETONの全取引履歴をPDF（CASINOIN以外の取引も全て）

ここまで全て提出したのですが、また新たに

・免許証以外の身分証明書との自撮り

・8月以降のJETONの全取引履歴（トランザクションが全て開かれた物）

を求められました。

しかし、私はパスポートを持っていない為、私はパスポートを持っていないので免許証とパスポート以外の身分証明書は何が有効ですか？（住民票はダメと言われましたので。）

と確認したのですが、その回答は頂けず、兎に角他の身分証明書と自撮りを送ってと言われます。

また、『8月以降のJETONの全取引履歴』をトランザクションを全て開いた状態で送れと言われているのですが、VEGAウォレットと違いJETON側に取引履歴をPDF化する手段がなく、全て自分でスクリーンショットを送っている状況です。⑪を用意するのにもかなりの時間が掛かったのですが、さらにトランザクションも開いた状態で資料を作成して送ってと言われてしまい困っています。

（こちらJETONにPDF化する機能が無い事などは、カジノ側にも説明しています。）

既に毎日のようにやり取りしては、新しい書類を求められるという状況で、仕事の時間も削られてしまっている状況で、いつ終わるか分からないやりとりに困っています。

他カジノでここまで沢山の身分証などを求められた事が無い為、悪質な出金拒否に近いのかと思ったのと、毎日のように新しい書類を求められてノイローゼ気味になってしまい、こちらに相談させて頂きました。

最初の出金を完了する為に、ここまで膨大な資料を提出させられるのは普通なのでしょうか？

また、私はこの後どうすれば良いでしょうか？

Dear ktakayuki778,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinoin.

Please allow me to ask you a few questions, so I can better understand the situation. 

Did you send the documentation regarding your Jeton transaction in a format that is a list of transactions even if it is not in .pdf format?

Could you please send me the most recent communication you received from the casino? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear ktakayuki778,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.