Fantasino Casino - Der Spieler hat Schwierigkeiten, die Kontoüberprüfung abzuschließen.

Has been fully verified at this casino to date. Deposit and withdrawal methods were also verified and quite a few have already taken place. My identity card has expired as it is the case, of course I have an officially issued and above all valid identity card which is of course an officially valid document in Germany and in the legal code where I can use IDs anywhere. Instead, the casino would prefer to see the plastic card, which can take up to 3 weeks and due to Corona longer until it is ready. This is exactly why there is such an official document. Even flying and at the airport and the highest court I can use it to identify myself. Unfortunately, the casino does not give any good reasons why they do not accept this. As I said in the code of law, it is also anchored that it is a completely normal valid official document. Everything else was already verified so only the ID that I have already sent to the casino. You do not want to accept this, so I kindly ask Casino Guru for help.

War bis heute vollständig in diesem Casino verifiziert. Ein und Auszahlungsmethode war ebenfalls verifiziert und etliche haben bereits stattgefunden. Mein Personalausweis ist wie es halt Mal der Fall ist abgelaufen, selbstverständlich habe ich einen amtlich behördlich ausgestellten und vor allem gültigen Personalausweis welcher in Deutschland selbstverständlich und im Gesetzbuch ein amtlich gültiges Dokument wo ich mich überall mit Ausweisen kann zugelassen und eingetragen ist. Das Casino möchte stattdessen lieber die Plastikkarte sehen welche allerdings bis zu 3 Wochen und wegen Corona länger dauern kann bis sie fertig ist. Genau dafür gibt's ein solches offizielles Dokument. Selbst Fliegen und am Flughafen und dem höchsten Gericht kann ich mich damit Ausweisen. Leider gibt das Casino keine trifftigen Gründe an weshalb sie diesen nicht akzeptieren. Wie gesagt im Gesetzbuch ist es ebenfalls verankert das es ein ganz normales gültiges amtliches Dokument ist. Alles andere war bereits verifiziert also nur der Ausweis welchen ich dem Casino schon hab zukommen lassen. Sie wollen es dies nicht akzeptieren daher bitte ich Casino Guru freundlichst um Hilfe.

Dear dodo123,

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 a picture ID seems to be the obstacle standing between you and your winnings? Do you have another picture ID (such as passport or a driving license)?

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

Dear dodo123,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

we can close the case and thank you for the help. I no longer have my account active there and no longer play there

wir können den fall schließen und ich danke für die hilfe. habe mein konto dort nicht mehr aktiv und spiele dort nicht mehr

We’ve rejected this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.