24K Casino - Der Spieler hat Schwierigkeiten, die Kontoüberprüfung abzuschließen.

Hi I played at the casino, I paid € 20 and was automatically given 125% more to my deposit, I played and reached the wagering requirement, I subsequently requested the withdrawal of my winnings, first sending the documents requested in e-mail, this on 06/26/2021

I write from time to time in email but I am not answered!

Salve ho giocato al casino', ho versato 20€ e mi e stato dato in automatico il 125% in più al mio deposito, ho giocato e raggiunto il requisito di scommessa, ho successivamente richiesto il prelievo della mia vincita, inviando per prima cosa i documenti richiesti in e-mail, questo il 26/06/2021

Scrivo di tanto in tanto in email ma non mi viene data risposta!

Dear Diego,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, thank you so much for answering me !!

So from the casino I received the reply that my identity document, i.e. DRIVING LICENSE, violates the terms and conditions of the casino as it is in paper format and not plasticized, this does not depend on mm but on the fact that I have the renewal of the license in November 2021, and to switch to the new European driving license in plasticized format.

What should I do?

Thanks so much

Salve, grazie mille per avermi risposto!!

Dunque dal casinò ho ricevuto la risposta che il mio documento d'identità cioè PATENTE DI GUIDA, viola i termini e condizioni del casinò in quanto e in formato cartaceo e non plastificato, questo non dipende da mm ma dal fatto che ho il rinnovo della patente nel mese di Novembre 2021, e passare appunto alla nuova Patente Europea in formato plastificato.

Cosa devo fare?

Grazie mille

PS and unfortunately my identity card has expired and I have an appointment for the renewal on August 5th 2021

PS e purtroppo la mia carta d'identità è scaduta ed ho appuntamento per il rinnovo al 5 Agosto 2021

Do I understand correctly that your Driving License has been extended but the format wasn't approved by the casino?

Exactly, it was not accepted because it was in paper format

Esattamente, non e stata accettata perché in formato cartaceo

Thank you very much, Diego, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Diego!

From now on, I will take care of your complaint. I would like to invite representatives of 24K Casino into this discussion in order to help us resolving the issue.

Thank you thank you thank you for the help and the work you do with professionalism 🙏

Grazie grazie grazie per la aiuto e il lavoro che svolgete con professionalità 🙏

Thank you thank you thank you for the help and the work you do with professionalism 🙏

Grazie grazie grazie per la aiuto e il lavoro che svolgete con professionalità 🙏

Hi All,

I have just taken a look at the document supplied. The document was rejected as it was issued in 1991 and expired in 2001

We cannot accept 20 year old expired paper documents as a form of verification.

We accept the following in date documents;

Passport (recommended)

Driving License

National ID Card

Payment Card

Utility Bill (less than 6 months old)

Bank statement (less than 6 months old)

If you could supply us with the relevant in date documentation we can continue with verification.

Many thanks

24K

Excuse me 7 one thing !!! MY LICENSE LIKE ANYONE'S IS RENEWED EVERY 10 YEARS!

SO: IF I HAVE A LICENSE SINCE 1991, RENEWED IN 2001, 2011, AND SOON NOVEMBER 2021!

BUT WHAT DO YOU COME TO SAY TO ME ????

Scusatemi 7na cosa!!! LA MIA PATENTE COME QUELLA DI CHIUNQUE SI RINNOVA OGNI 10 ANNI!

QUINDI : SE HO LA PATENTE DAL 1991, RINNOVATA NEL 2001, 2011, ED PRESTO A NOVEMBRE 2021!

MA COSA MI VENITE A DIRE????

I really don't have WORDS !!!

GET READY BEFORE GIVING JUDGMENT !!!

Io veramente non ho PAROLE!!!

INFORMATEVI BENE PRIMA DI DARE SENTENZA!!!

BUT ACCORDING TO YOU, I'M A CRAZY THAT FROM EXPIRED DOCUMENTS OF 20 YEARS ???

MA SECONDO VOI IO SONO UN PAZZO CHE DA DOCUMENTI SCADUTI DI 20 ANNI???

Casino Guru,

With permission of the player, happy to supply the document to you.

Thanks,

24K

Sorry? I do not understand.......

Scusi? Non ho capito.......

Dear Diego,

24K Casino representative is suggesting that they could provide us, with your permission, with the photo of your driver's license so we can evaluate it. Do you agree with this proposal?

Yes, of course, where should I send you the aforementioned driving license?

Si certamente, dove devo inviarvi la suddetta Patente?

Can I send it in PDF?

Posso inviarla in PDF?

Dear Diego,

You can send it to my email address: 'martin.d@casino.guru' in any common format file, as long as the necessary information are clearly visible.

Hello, I am waiting for an exhaustive and definitive answer regarding the verification of my driving license document THAT HAS NOT EXPIRED AT ALL!

it says well and clearly "VALID UNTIL 21/11/2021"

THANK YOU

Buongiorno, sono in attesa di una risposta esaustiva e definitiva riguardanti la verifica del mio documento patente di guida CHE NON E SCADUTO AFFATTO!

c'è scritto bene e chiaro " VALIDO FINO IL 21/11/2021 "

GRAZIE

Dear 24K Casino's representatives,

We have carefully examined the player's drivers license and we do not see any reason why this document should not be accepted.

However in case you would insist not to accept this particular drivers license, we would like to advise that you'd request a different documents to proceed with the verification of the player. To make this process easier, please specify which documents you need in particular.

Dear Casinò GURU Thanks as always for your availability and professionalism in following the cases that are put to you

Spett. Casinò GURU Grazie come sempre per la vostra disponibilità e professionalità nel seguire i casi che vi vengono posti

As mentioned above;

Passport (recommended)

National ID Card

Payment Card

Utility Bill (less than 6 months old)

Bank statement (less than 6 months old)

If you could supply us with the relevant in date documentation we can continue with verification.

As I have already told you 8 earlier, my identity card has expired and I have an appointment for the renewal on August 5th, UNFORTUNATELY YOU GO TO AN APPOINTMENT IN ITALY FOR THE RENEWAL OF DOCUMENTS!

I don't have a passport!

I can send you my credit card statement with the 1 I made the deposit at the casino

Come vi ho già detto 8n precedenza , la mia carta d'identità e scaduta ed ho appuntamento per il rinnovo in data 5 agosto, IN ITALIA PURTROPPO SI VA PER APPUNTAMENTO PER IL RINNOVO DI DOCUMENTI!

il passaporto non ce l' ho!

Posso inviarvi estratto conto della mia carta di credito con il 1uale ho fatto il deposito al casino'

Where do I send you the documents in my possession?

PS cmq already in email I had sent them to you

Dove vi invio i documenti in mio possesso?

PS cmq già in email ve li avevo inviati

Hello Dear Casino Guru

24k casino keeps insinuating that my driver's license is fraudulent!

I feel really offended!

Salve Spett.Casino' Guru

24k casinò continua ad insinuare che la mia patente di guida sia fraudolenta!

Mi sento veramente offeso!

Dear 24K Casino's representatives,

Could you please disclose the reason why you do not accept the drivers license?

Dear GURU Casino

YESTERDAY FOR THE NTH TIME THE 24K CASINO OFFENSED ME AS THEY CONTINUE TO INSINUE THAT MY DOCUMENT FOR THEM IS FRAUDULENT.

FOR ME RE ILLICIT AND FRAUDULENT ARE THEY THAT DO NOT PAY THE WINS DESERVED OF THE PLAYERS !!!!

THAT SAID I WILL NOT GIVE UP FOR SURE UNTIL I HAVE MY MONEY!

THANKS CASINO 'GURU FOR THE WORK YOU DO.

Gentilissimo Casinò GURU

IERI PER L ENNESIMA VOLTA IL CASINO ' 24K MI HA OFFESO IN QUANTO CONTINUANO AD INSINUARE CHE IL MIO DOCUMENTO PER LORO E FRAUDOLENTO.

PER ME RI ILLECITO E FRAUDOLENTO SONO LORO CHE NON PAGANO LE VINCITE MERITATE DEI GIOCATORI !!!!

DETTO CIÒ NON MI ARRENDO DI CERTO, FINCHÉ NON AVRÒ I MIEI SOLDI!

GRAZIE CASINO ' GURU PER IL LAVORO CHE SVOLGETE.

Hello, don't you answer?

Buongiorno, non rispondete??

Dear 24K Casino

I await an answer.

Thank you

Spettabile Casinò 24K

Attendo risposta.

Grazie

We have been advised by our legal team to request alternative documentation. Please supply one or more of the following to support@24kcasino.com

Passport (recommended)

National ID Card

Payment Card

Utility Bill (less than 6 months old)

Bank statement (less than 6 months old)

Respectable 24k casino

Have you received my required documents by email?

Spettabile casinò 24k

Avete ricevuto i miei documenti richiesti per email?

Dear 24K Casino representatives,

Please let us know, whether you've received all the necessary documents from the player.

Thank you

Grazie

KIND GURU CASINO,

THEIR LORD REPRESENTATIVES OF THE 24K CASINO DO NOT ANSWER !!!

GENTILISSIMO CASINÒ GURU ,

I LOR SIGNORI RAPPRESENTANTI DEL CASINÒ 24K NON RISPONDONO!!!

Casino Guru,

I can confirm no further documents have been received.

Thanks

Hi, I have sent the documents to:

support@24kcasino com

Salve , io ho inviato i documenti a:

support@24kcasino com

I have also sent documentation to this address

support@mail.24kcasino.ladesk.com

Anche a questo indirizzo ho inviato documentazione

support@mail.24kcasino.ladesk.com

Hello everyone, news ??

Buongiorno a tutti , novità??

Dear 24K Casino,

I would like to ask you to inform us about the verification process from your side.

Hi Casino Guru,

The player resent the same document - we have requested several other forms of identification which we hve not yet received

Dear 24k casino, as I have already told you previously at the moment as valid documents NOT EXPIRED I have the driving license, the identity document has expired and I am waiting for the day 05/08/2021 for the renewal of the identity document!

What should I do?

Spettabile casinò 24k , come vi ho già detto in precedenza al momento come documenti validi NON SCADUTI ho la patente di guida, il documento d'identità e scaduto ed sto aspettando il giorno 05/08/2021 per il rinnovo documento d'identità!

Cosa devo fare?

Dear 24K Casino,

Thank you for the clarification. I would like to ask you, are you able to wait until the player gets his ID card's validity to be renewed on 5th of August 2021? Will this document be sufficient to complete the verification process?

Yes , we are happy to wait to receive further documentation to enable us to verify the players account.

We ask for Valid ID , a Utility bill (dated in the last 6 months) and a selfie with the ID

Dear Diego,

I will set the timer until 5th of August 2021, so you are able to renew your ID card's validity. After you accomplish doing so, please provide the casino with the following documents: valid ID, utility bill (dated in the last 6 months) and selfie with the ID card. This process is essential for you to complete your verification process and I would strongly advise to follow these instructions.

Dear 24k casino, thank you for your availability, I inform you that having no users in my name, I will be able to send you my bank statement together with my identity document, okay?

Gentile casinò 24k , la ringrazio per la disponibilità, vi comunico che non avendo utenze a mio nome potrò inviarle insieme al mio documento d'identità il mio estratto conto bancario, va bene?

Hello everyone, Dear GURU Casino and 24k Casino

I inform you that on 05/08/2021 I will finally have the renewal of my identity document.

Salve a tutti , spettabile Casinò GURU e Casinò 24k

Vi informo che il giorno 05/08/2021 finalmente avrò il rinnovo del mio documento d'identità.

Hello Diego!

Glad to see, that you will receive your new ID tomorrow. Please provide the casino with the following documents: valid ID, utility bill (dated in the last 6 months) and selfie with the ID card right away, so there can be positive development in this case.

Please let us know when you'll do so.

Dear GURU casino, As I have previously specified, instead of the bill I can send an updated bank statement

Gentile casinò GURU, Come ho specificato in precedenza al posto della bolletta posso inviare estratto conto bancario aggiornato

Dear 24K Casino's representatives,

Will you accept an updated bank statement as an alternative to utility bill to finish the verification of the player?

As mentioned previously we are happy to review the following items of identification - Passport (recommended) ID Card, Utility bill within the last 6 months ( Bank statement will suffice in this instance (Please feel free to redact sensitive information)) We would also require a selfie with your ID

Thanks,

24K

Thank you

Grazie

Dear GURU Casino, and 24k Casino

Today I was to renew the identity document in electronic format, but alas the time for the withdrawal of the document is expected no earlier than 10 days starting from today,

I hope 24k Casino is understanding of this.

Thank you

Spettabile Casinò GURU, e Casinò 24k

Oggi sono stato a rinnovare il documento d'identità in formato elettronico, ma ahimè i tempi per il ritiro del documento e previsto non prima di 10 gg partendo da oggi,

Spero che il Casinò 24k sia comprensivo di a riguardo.

Grazie

PS alternatively I can send the sheet certifying the renewal

PS in alternativa posso inviare il foglio che attesta il rinnovo

Hello Diego!

I would like to kindly suggest that we will wait for another few days to get your physical ID so you can send all the documents according to the casino's request.

I will set the timer for 7 days for you, please keep us informed when you'll receive your new ID card and submit all the necessary documents to the casino.

Dear GURU Casino and 24k Casino

Thank you for your attention and availability towards me.

Thank you

Spettabile Casinò GURU e Casinò 24k

Vi ringrazio per l'attenzione e disponibilità nei miei confronti.

Grazie

Hi shortly I will send you my identity document

Salve a breve vi invio il mio documento d'identità

Hello, Dear GURU / 24K Casino

As requested, I sent the documents

To: support@mail.24kcasino. ladesk.com

Salve, spettabile Casinò GURU/ 24K

Come richiesto ho inviato i documenti

A: support@mail.24kcasino. ladesk.com

Dear Diego,

Thank you for informing us about the process.

Dear 24K Casino,

I would like to ask you to inform us about the verification process.

Dear 24K Casino

I await an answer. Thank you

Gentilissimo Casinò 24K

Attendo risposta Grazie

Dear casino GURU, yesterday when the document was sent, I didn't even get an answer to the email from the 24k casino

Gentile casinò GURU, ieri all' invio del documento non ho avuto risposta neanche alla email da parte del casinò 24k

Dear Diego,

Usually it takes a few days for casinos to complete the verification process, please be patient and I think your issue will be resolved soon.

A thousand thanks!

Grazie mille!

Thanks Diago,

I will follow-up with the verification team to see where they are with this and update.

Thanks, 24K

Thanks a lot 🙏

Grazie mille 🙏