Complaint #3
Casino Calzone
Prolonged & Disorganized Verification Process
7 years ago
Approx. 1wk ago I was requested by Casino Calzone to submit SOW documents (following on from the SOW questionnaire filled out c.2wk prior) and had my account restricted, until SOW had been conducted on my account.
On 23-Oct, I compiled and submitted via email, substantial SOW proof inc. a covering letter and received confirmation from ‘Klara’ these would be submitted to the “..relevent team”. On 25-Oct, I enquired as to the status of my SOW processing and was told by André that I was sent an email asking for more information. I firstly had not received any email from Casino Calzone and secondly received a message from André asking for “...document showing how you could afford the £4000, such as a proof of the transaction - if it was a gift.”, this was despite having already provided evidence of this via substantial SOW submission on 23-Oct. André subsequently agreed to relay to “the relevent” team my dispute that I had already provided sufficient evidence (inc £40k of winnings from other casinos). Anthea confirmed receipt of my message to André and confirmed “We will get back to you as soon as we know more.”
On 25-Oct I chased for an update on my SOW verificaiton progress via chat and was told my Melanie that all my documents had been approved and that she would escalate why my account was still restricted. Not until 28-Oct did I receive a message from Lars requesting ‘more’ information for the purpose of “...extra verification that we need to do.” I sent this information (passport, driving license and a selfie with my passport) immediately, before receiving another message from Johan asking for me to upload this information via Casino Calzones website (despite being told that emailing was fine, especially considering the quantity of documents provided).
At the time of writing this, it has been 5+ days and I still wait SOW completing on my account. I have received conflicting information (such as Melanie saying my SOW documents were all approved, but Lar then asking for more information),l and have very little confidence as to the actual state of my SOW process.
I would very much appreciate Casino calzone giving a definitive confirmation of where my SOW process sits and what is / was the delays, that still cause my account to be restricted, pending SOW verification
On 23-Oct, I compiled and submitted via email, substantial SOW proof inc. a covering letter and received confirmation from ‘Klara’ these would be submitted to the “..relevent team”. On 25-Oct, I enquired as to the status of my SOW processing and was told by André that I was sent an email asking for more information. I firstly had not received any email from Casino Calzone and secondly received a message from André asking for “...document showing how you could afford the £4000, such as a proof of the transaction - if it was a gift.”, this was despite having already provided evidence of this via substantial SOW submission on 23-Oct. André subsequently agreed to relay to “the relevent” team my dispute that I had already provided sufficient evidence (inc £40k of winnings from other casinos). Anthea confirmed receipt of my message to André and confirmed “We will get back to you as soon as we know more.”
On 25-Oct I chased for an update on my SOW verificaiton progress via chat and was told my Melanie that all my documents had been approved and that she would escalate why my account was still restricted. Not until 28-Oct did I receive a message from Lars requesting ‘more’ information for the purpose of “...extra verification that we need to do.” I sent this information (passport, driving license and a selfie with my passport) immediately, before receiving another message from Johan asking for me to upload this information via Casino Calzones website (despite being told that emailing was fine, especially considering the quantity of documents provided).
At the time of writing this, it has been 5+ days and I still wait SOW completing on my account. I have received conflicting information (such as Melanie saying my SOW documents were all approved, but Lar then asking for more information),l and have very little confidence as to the actual state of my SOW process.
I would very much appreciate Casino calzone giving a definitive confirmation of where my SOW process sits and what is / was the delays, that still cause my account to be restricted, pending SOW verification
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