Absolute nightmare getting anything done with them. They keep rejecting documents which were accepted elsewhere and take FOREVER to get anything done. Do not waste your time with this company unless you want to cause yourself a lot of aggravation and waste a lot of time

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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 and it can take a few days to complete. Every casino is unique and requires different documents from players.

Are you still trying to complete the KYC, or you managed to verify your account and just wanted to share your experience?

Thank you very much in advance for your reply.

Best regards

Kristina

Hi Kristina

Thank You very much for your reply.

No, I'm still waiting for them to verify my account. The rejected my first bank statements because there was no date at the top even though all transactions were clearly from the last 2 months. They said they had written to me to tell me this but after not hearing back from them for days, I checked my email account, spam boxes etc etc and nothing had been received. I then sent them another dated bank statement and they still haven't dealt with this. I have written them emails which they don't reply to. The level of customer support is a joke and I can't take them seriously anymore. A reply every 3 days is not acceptable in 2020 and not my experience of other operators. I can't even play the balance in my account. They've locked it. It's been nearly 1 week. Anyway I will withdraw my balance and play with another company as soon as they finally sort themselves out. There are plenty of other options and I will use a link on your site,

Anyway, that's where we are now. I am leaving reviews online. There is no free ride. If they can't be bothered to treat me with respect I will return the favour. This is how my world works. Very disappointing and not professional at all.

Thanks for your time and have a great weekend

Mark

Thank you very much for your reply, Mark. Do I understand correctly that checking your bank statement is the last thing holding you back from verifying your account? All the other documents were accepted?

Dear Mark,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint. Thank you for understanding.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.