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Emojino Casino - Their KYC verification process is bugged

RESOLVIDA

Informação da reclamação

Cassino em disputa

Emojino Casino

Valor

€ 125

hakansukru Países Baixos
Postado em 26 de maio de 2021

Tried to withdraw 125 euro 3 days ago but I had to verify myself first by their Kyc process this is the first time I encountered a verification system like theres. After sending a scan of my Id card front and back which has been accepted by numerous casino websites which I played on over the past 5 years I instantly got a message back in 15 minutes. That my documents got declined I would understand if I sended a bill or some sort of thing but how can a legally dutch id card be refused while it is accepted on all different websites? My profile and my id card information was filled in correct.

So I went to retry and send my documents again. Unfortunately, there are problems with your documents. Please contact our support team.

Please enter your first and last name exactly as they are written in your identity document.

It keeps saying this and I am denied any further access of submitting my documents.

After reaching out to customer support (Which is friendly all the time) they told me they couldn't do anything and would send this to another department. The next day I login and the issue has not been solved and the live chat told me to clear cookies and try a different browser. Which I also tried and it still doesn't work.

  • Chat transcript: < removed chat transcript >

3 days has passed and I cannot even verify myself on the website, and it seems like the website doesn't know how to fix it themselves so I cannot process my withdrawal now.


I would understand if a bill or bank utility bill would be invalid but a official government id card cannot be invalid so I don't understand what reason they could have to deny my Id card.

Postado em 27 de maio de 2021

Hello Dear HAKANSUKRU,

Thank you for your feedback.

We have investigated the issue on our side and we see, that there was a problem with the details on your profile with your First and Last Name)

We have successfully changed the name on your profile and you have managed to pass the primary KYC process successfully. The reason for the verification failure is that your name was checked from the MRZ code, however, the name of your profile was stated the same way as it is on the front of your ID.

The name was updated accordingly on our side. It was a minor setback and we apologize for the inconvenience, thank you for reporting this to us. If you have any other difficulties with the KYC or any other questions regarding our casino - feel free to contact our support team 24/7. We will do our best to help you asap. We are constantly working on improvements to our website and customer satisfaction, so it doesn’t happen again.

Thank you for your time,

Emojino Customer Success Team

hakansukru Países Baixos
Postado em 27 de maio de 2021

My first and last name was correct. Your the first casino that checks up a name by there MRZ code a persons name and surname will be shown on the front of your id card obviously. I'm verified on at least 10 different casino's with my REAL name and surname not a MRZ code name.

Your website is trying to stall a withdrawal as much as you can to force players into gambling ther money again, this is frequent thing under some casino's wich you are one of. Or your verification progress with KYC is broken.

Last time i will be playing at Emojino for this bad experience.

AskGamblers
Postado em 27 de maio de 2021

Dear @hakansukru,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.