Frank Casino - Der Spieler hat Probleme, die KYC-Überprüfung abzuschließen.

Such a fool they have taken so many documents from me Passport copies of my property the apartment completely from the bank the bill insurance electricity everything possible and that is still not enough they always want whatever I will go to a lawyer because this thing is I'm not so happy and I've never seen such a fool so they don't want to pay me € 2,000 by paying in for the 1050 ver

So eine Verarschung die haben von mir so viele Dokumente genommen Pass Kopien von meinem Eigentum die Wohnung komplett von der Bank die Rechnung Versicherung Strom alles mögliche und das reicht immer noch nicht die wollen immer was immer was ich werde zu einem Anwalt gehen weil diese Sache ist mir nicht so geheuer und so eine Verarschung hab ich noch nie erlebt so die wollen mir keine 2000 € auszahlen in dem ich bei den für 1050 bereits eingezahlt habe ver 

Dear Neslihan,

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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

If I understood it correctly, from your answers, the casino has closed your account. Can you confirm it? Additionally, please could you advise how much is the disputed amount, as there is a discrepancy between the one mentioned in your first reply and the one completed when filing the complaint. Thank you in advance for your reply. Looking forward to hearing from you.

Best regards,

Petronela

The KYC process worked with the documents I submitted at other casino sites. In addition, we only accept a payment of 500 euros but rejected 2000 euros. After I have sent the documents, I receive emails that they are either not readable or not sufficient. In addition, a reason is constantly being sought to refuse my request, such as sending the documents in PDF form. When I did this, I was made aware that the PDF would not be accepted. Contradictory on many points. Unfortunately I don't have any other documents because gas, electricity etc. run over my husband.

Das KYC Verfahren hat mit den von mir eingereichten Dokumenten bei anderen Casino Seiten funktioniert. Zudem wir nur eine Auszahlung von 500 euro akzeptiert aber 2000 euro abgelehnt. Nachdem ich die Dokumente gesendet habe erhalte ich emails das diese entweder nicht zu lesen sind oder nicht ausreichen. Außerdem wird dauernd ein Grund gesucht meine Anfrage abzulehnen wie z.B das senden der Dokumente in PDF Form. Als ich dies dann getan hab, wurde ich darauf aufmerksam gemacht das PDF nicht akzeptiert wird. Wiedersprüchlich in vielen Punkten. Leider besitze ich keine weiteren Dokumente da Gas, Strom etc. Über meinen Mann laufen. 

Thank you very much Neslihan for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Neslihan, 

Could you please forward emails from the casino to my email address (peter.m@casino.guru) or upload any screenshots of the conversations with the casino regarding the issue here? That would be very helpful.

Dear Neslihan,

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

Unfortunately, we’re rejecting this complaint because the player stopped responding 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.