Complaint #1 Kazeeno Casino

The promised time has already passed but I still havent received the email with the additional KYC requirements

By toyoda h.

3 weeks ago

I am asking for your help because the additional KYC process has still not been carried out.

I played at the casino using a welcome deposit bonus. I successfully completed the wagering requirements, and when I tried to withdraw my money, I was asked to complete additional KYC. My standard KYC had already been approved before I made the deposit.

At first, because I did not receive the email regarding the additional KYC requirements, I contacted customer support. I was told that the email would be sent within 24 hours. However, it never arrived. I contacted support several times afterward, but they only started giving me vague answers.

I would appreciate your cooperation so that my winnings of €1,719 can be withdrawn smoothly.

Disputed Casino Kazeeno Casino

Reason Other

Amount €1719

Discussion

72 hours left for taiappu to respond.

Kazeeno Casino

• Representative

23 hours ago

Dear AskGamblers Team and toyoda h.,

We understand that the player is still awaiting the relevant information from the cryptocurrency wallet provider, and they may take the necessary time to obtain it.

At this stage, we are awaiting the information previously requested by our KYC team. Once the player receives it, we kindly ask them to forward the relevant details to our KYC team for review.

As soon as the requested information has been received and reviewed, we will be able to proceed with the remaining verification checks and subsequently continue with the player's withdrawal request.

Kind regards,
Kazeeno Team

taiappu

• Japan

3 days ago

I am still in communication with the exchange.

AskGamblers

• Support Team

4 days ago

Dear @taiappu,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required document has already been sent to the Kazeeno Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required documentation or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Kazeeno Casino

• Representative

6 days ago

Dear AskGamblers Team and toyoda h.,

We understand that the player is still waiting to receive the necessary information from their cryptocurrency wallet provider.

Once the requested details become available, we kindly ask the player to forward them to our KYC team so that the verification process can proceed.

Upon receipt, our KYC team will review the provided information and guide the player on any further steps required to complete the verification.

Kind regards,
Kazeeno Team

Kazeeno Casino Complaint Stats

Resolved 1 / 1

Avg. Amount $348

Avg. Complaint Duration N/A

Avg. Response Time N/A

Complaint Status

72h left

€1,719

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Kazeeno Casino Complaints

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Delayed payment for many days

My withdrawal was requested on the 19th of August. I was asked to provide KYC documents, which I submitted promptly, and my profile was fully verified on the 23rd of August.

Today is the 30th of August, and despite my account being verified for a full week, the payment has still not been processed.

This delay is unreasonable, and I would like a clear explanation of the reason for the delay and confirmation of when my withdrawal will be completed.

Resolved

€300