I have been waiting over 3 months for my account to be verified i have sent over multiple bank statements, photos of card (front and back) and proof of address all which keep being rejected ive tried to send over multiple different variations. My grandad passed away within this time and i stressed to the casino that the funds (as it was a large amount) would help towards the funeral arrangements which was still met with lots of delayed correspondense. I want this sorted at the earliest possible time

Dear Tkelly848,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

When was the last time you submitted your identification documents to the casino for verification? Has the casino approved any of your documents yet? Have they provided any explanation for why your documents were rejected? Have you provided all the required documents in the correct format and with all the necessary information clearly visible? 

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

Best regards

Veronika

the communication has been shocking different answers from different people i last submitted on 01/03/2024 this has been ongoing since January. One of the excuses was laughable they said that the picture was too far away yet you can see everything in it. Yes all in PDF format

Could you please forward me all the relevant communication between you and the casino regarding your verification? My email address is [email protected].

Dear Tkelly848,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

sent

Thank you very much, Tkelly848, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tkelly848,

I have reviewed your case and will contact the casino to see if I can help. Before I do, can I ask you to confirm if the card you have provided photos of was the one used to deposit in the casino?

Kind regards,

Adam

yes

Hello Tkelly848,

I am afraid I must inform you that I am unable to help you any further with this case, and due to the fraudulent nature of the factors that have influenced this decision, I am unable to provide any further information to you.

The complaint will now be rejected, I am sorry we could not be of more help on this occasion.

Kind regards,

Adam