Onestep Casino - Spelaren kämpar för att slutföra kontoverifieringen.

Hi, I've been struggling to verify my account for almost a week now. My driver's license is approved as well as proof of address and two of my regular cards. They do not approve my virtual clear card despite countless screenshots and explanations that this is not a physical card and that the information is not exactly the same as on a physical card. I have sent the screen dump on the back of the card and on the front.

virtual cards are different and this is a card that is in my klarna app and you identify yourself with bankide to enter your app. This is something that is common today. I felt compelled to remove the card and it is now no longer active and have sent screenshots of it so they can see. This is frustrating and I have 4000 euros in the account. The account must be verified within 30 days and they don't answer what they think is wrong but just don't approve. I am sending with what I sent and now that I have removed the card. Also have chats that I can attach later if needed.

mvh Ulrika

Hej jag har nu kämpat med att verifiera mitt konto i snart en vecka . Mitt körkort är godkänt lika så bevis på adress och två av mina vanliga kort . Dom godkänner inte mitt virtuella klarna kort trots otaliga skärmdumpar och förklaringar att detta inte är ett fysiskt kort och att uppgifterna inte är exakt samma som på ett fysiskt kort . Jag har skickat skärm dump på kortet baksida och på framsidan .

virtuella kort är annorlunda och detta är ju ett kort som är i min klarna app och man identifierar sig med bankide för att komma in i din app . Detta är ju ngt som är vanligt idag .Jag kände mig tvungen att ta bort kortet och det är nu längre inte aktivt och har skickat skärmdumpar på det så att dom kan se . Detta är frustrerande och jag har 4000 euro på kontot . Kontot måste ju vara verifierat inom 30 dagar och dom svara inte på vad det är dom anser är fel utan bara icke godkänner . Jag skickar med vad jag skickat och nu när jag tagit bort kortet . Har även chattar som jag kan bifoga senare vid behov .

mvh Ulrika

Dear 6ry4gmgpgx,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, yes, everything else is approved, my address and my two other cards and driver's license are approved. It is only the virtual card that is now no longer active because they refuse to approve that document, so I removed it from my Apple Pay. So now I hope they approve the screenshots where I show that the card is no longer active. Before it's ready, I can't start any withdrawals right now, I have about 5000 euros in the account. I have also been in contact with Klarna to ask them to send me a document that I had the card and that it is no longer active. If they do not approve my sent screenshots.

Hej ja allt annat är godkänt min adress och mina två andra kort och körkort är godkänt . Det är bara det virtuella kortet som nu inte är aktivt längre eftersom dom vägrar godkänna det dokumentet så tog jag bort det från min Apple Pay . Så nu hoppas jag att dom godkänner skärmdumparna där jag visar att kortet ej är aktivt längre . Innan det är klart kan jag inte på påbörja ngt uttag just nu har jag ca 5000 euro på kontot . Jag har även varit i kontakt med klarna att bett att dom ska skicka ett dokument på att jag haft kortet och att det inte längre är aktivt . Ifall dom ej godkänner mina skickade skärmdumpar .

Hi, I just wanted to add that they don't approve my documents I sent that the card is inactive and that I removed it from Applepay and clear. I have sent this to them.

Since

I suspected they wouldn't accept it. Have I contacted Klarna and wait for them to send me a document by email about this and proof that I had it and that it has been completed. Attaches files to what I sent last to onestep which they do not approve. This is absolutely incredible, everything else is an approved address. Driving license my two other cards. Been struggling with the verification since 11/23.

Hej jag ville bara tillägga att dom inte godkänner mina dokument jag skickat på att kortet är inaktivt och att jag tagit bort det från Applepay och klarna . Detta har jag skickat till dom.

Eftersom

jag misstänkte att dom inte skulle acceptera det . Har jag kontaktat klarna och vänta på att dom ska skicka ett dokument på email om detta till mig och bevis på att jag haft det och att det är avslutat . Bifogar filer på det jag skickat senast till onestep som de ej godkänner . Detta är helt otroligt allt annat är godkänt adress. Körkort mina två andra kort . Har kämpat med verifieringen sen den 23/11.

Thank you very much, 6ry4gmgpgx, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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.  

Thanks so much for the info

// Ulrika

Tack så mycket för info

// Ulrika

Hello Ulrika!

From now on, I will take care of your complaint. In order to proceed, I would like to invite representatives of Onestep Casino into this complaint so they can participate on the resolution with us.

Thank you very much I started to verify my account on 23/11 and you have one month otherwise the account will be closed and I have around 7000 euros in the account. Hope we can solve it in time.

Tack så mycket jag började verifiera mitt konto den23/11 och man har en månad på sig annars stängs kontot och jag har runt 7000 euro på kontot . Hoppas vi hinner lösa det .

Hello, I have now got my account verified. They approved the latest document.

Hej nu har jag fått mitt konto verifierat . Dom godkände senaste dokumentet .

Dear Ulrika,

Thank you for letting us know about the good news. We would like to leave this complaint open until you will manage to complete your withdrawal process. Please, keep us informed once you will be able to receive your funds.

Absolutely, since you can only make withdrawals of 1,000 euros within 24 hours, there will be no withdrawals.

Absolut det ska eftersom man bara kan göra uttag på 1000 euro inom 24 tim bli det Ngr uttag .

Dear Ulrika,

Could you please be more exact on why there will be no withdrawals? Also, I'd like to ask you, could you please specify the amount of your balance you'd like to withdraw from the casino, as I have noticed, that there were multiple amounts mentioned by the course of this complaint.

Hi, I had 3 withdrawals of 1000 euros each which they declined and I received an email saying that I should send iban bank statements, which I already did in the first round of the verification process. I have now sent this document in again. And then I have to wait further for approval.

then it starts all over again with the withdrawals because you can only withdraw 1000 euros in a 24 hour period. Unbelievable casino that deliberately delays everything.

Hej jag hade 3 stycken uttag på 1000 euro vardera som dom avböjde och jag fick mejl om att jag skicka iban bankstatement vilket jag gjorde redan den första omgången av verifieringsprocessen. Nu har jag skickat in detta dokument igen . Och sedan får jag vänta ytterligare på godkännande .

så börjar det om igen med uttagen eftersom man bara kan ta ut 1000 euro under en 24 timmars period . Helt otroligt casino som medveten fördröjer allt.

Hello Ulrika!

Do I understand it correctly that your account although it's already verified KYC verification wise and now you need to wait for the casino to approve your bank statement and IBAN in order to proceed with the withdrawals?

That's exactly how it is.

Exakt så är det .

Thank you for helping me to clarify the matter, Ulrika. It seems that the whole situation is moving in a positive direction. The verification process was successfully completed by the course of this complaint, so I'd like to suggest that we would wait for 7 more days in order for your withdrawal documents to be processed, should there be any complications, we will contact the casino.

Please keep us informed about the whole situation.

Thank you very much that sounds good.

Tack så mycket det låter bra .

Still waiting for them to approve the iban. Keep you updated .

Väntar ännu på att dom ska godkänna iban . Håller dig uppdaterad .

Hi, they don't approve my bank statement. I am forwarding this to you. I have sent files to onestep but can't manage to send them here, so I'm sending screenshots of what I sent to them.

Hej dom godkänner inte mitt bank State ment . Jag skickar över detta till dig . Jag har skickat filer till onestep men lyckas ej skicka dom här därför skicka jag skärmdumpar på vad jag skickat in till dom .

Hi, I just wanted to say that I managed to send a file where both the iban and bank statement were on the same page. It wasn't quite easy because the file got too big, so I had to trick myself, but it still worked. Because that's probably how they insist on having it.

This is so hard, it feels like they just want to delay everything and avoid being bitten.

Hej jag ville bara tala om att jag lyckades skicka en fil där både iban och kontoutdrag var med på samma sida . Det va inte helt lätt för filen blev för stor så fick trixa men gick ändå . För det är säkert så dom envisas med att ha det .

Detta är så jobbigt känns som dom bara vill fördröja allt och slippa bet .

Dear Ulrika,

Thank you for providing me with an update on the situation. As I have mentioned earlier, we will now contact the casino representatives and we'd like to receive some explanation for the situation.

Thank you very much for helping me further.

Tack så mycket för att du hjälper mig vidare .

Hi, I just wanted to say that I have deposits of at least 20 thousand kroner, so according to the casino's rules about winnings of 15 gr on a deposit, I have already met those conditions. Then I download my deposits and each individual deposit with transaction ID if needed.

Hej jag ville bara säga att jag har insättningar på minst 20 tusen kronor så enligt casinot regler om vinster på 15 gr på insättning dom villkoren har jag uppfyllt redan . Sen har jag laddar ner mina insättningar och varje enskild insättning med transaktions id om det skulle behövas .

Hi, they don't approve anything I sent in. So now I have contacted my bank and asked them to send me an official bank document with all my account information and I have to take a picture of it and send it. This will not arrive at my house until Fri next week at the earliest.

Hej dom godkänner inget av det jag skickat in . Så nu har jag kontaktat min bank bett dom skicka hem ett officiellt bank dokument med alla mina konto uppgifter och jag måste ta kort på det och skicka. Detta kommer inte komma hem till mig förrän tidigast fre nästa vecka .

Hello, I have now had my iban approved and started my first withdrawal of several I will make. Will keep you updated until I have received all withdrawals paid to my bank account.

Hej har nu fått mitt iban godkänt och påbörjat mitt första uttag av flera jag kommer göra . Håller er uppdaterade tills jag fått samtliga uttag utbetalade till mitt bankonto.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Received my first withdrawal to my bank account now

Fått mitt första uttag till mitt bankkonto nu

Hello Ulrika!

Have you received any further withdrawals? Since the casino does not respond to the complaint, could you please provide us with any updates?

I am looking forward to your reply.

I have received 2 withdrawals to my bank account and one more is on the way so it seems to be going well. Thanks

Jag har fått2 st uttag till mitt bankkonto och ett till är på väg så det verkar gå vägen . Tack

Hello, everything is fine now I have received all my withdrawals to my bank account. Thanks for all the help.

Hej allt ör bra nu fått Alla min uttag till mitt bankkonto . Tack för allt hjälp .

Hello Ulrika!

I am delighted to see the good news, thank you for informing us. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.