The player from Germany is experiencing difficulties completing account verification. We rejected the complaint because the player didn't respond to our messages and questions.
Ares Casino - Player’s struggling to complete KYC verification.
Amount: €100
Ares Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.3
Ares Casino has a Safety Index of 4.3, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 years ago
Public
Hamza
Unregistered user
Public
5 years ago
Translation
Account verification problem I have sent the documents several times but my account has not been verified
Automatic translation:
Public
Head of Complaint Resolution Center
Public
5 years ago
Dear Hamza,
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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please specify when exactly you have requested your withdrawal and started the verification process? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Head of Complaint Resolution Center
Public
5 years ago
Dear Hamza,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Head of Complaint Resolution Center
Public
5 years ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
