Hello. This casino asked me for verification. I did verification , it was through platform SUmSub, i sent all documents and selfies. IT says i passed verification successfull, but in same time there is panel with button "Proceed to KYC". I cant click any other buttons, i have only one button "Proceed to KYC" , when i click on it it says = Your verification was successfull. In this situation i dont have opportunity to write in live support chat, becasue of this panel i cant click on anything else..

MY username is "****"

Dear username,

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.

Could you please describe what happens when you click the "Proceed to KYC" button?

When exactly did you finish your verification via SumSub?

When was the last time you communicated with the casino's customer support and what was it about?

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

Hello. THank you for answer

1)When i click button "Proceeed to KYC" it redirect me to SumSum inside and where message "Verification successful" (i sent you photo)

2)I did verification in SubSub around 20 days ago

3)I didnt speak with support,since i cant contact them, since i cant click any other button due to this menu with kyc

Thank you very much, username, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([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.

Hi username,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

In the meantime, please specify if you have tried using different browsers to log in to your casino account?

Dear Wax Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you know of such a technical issue that redirects players for verification, though they were verified via SumSub before? Can you please check if username's account is marked as verified in your system?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected].

Kind regards,

Natalia

No , i used one browser, chrome, Thank you

For how long we have to wait answer from WAX? and it seems like they are scammers?

Dear username, so far there hasn't been any reply from the casino, but the casino still has time to reply.

I'd also recommend you try using different browsers (other than Chrome) if you haven't yet. Let me know if this glitch keeps appearing in other browsers too.

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.

how can i use other browsers if they need Metamask to login. And metamask only can be open by Chrome

Dear username,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia