Ace Casino - Player’s account verification is delayed.

I used the welcome bonus to play on this site.

Since I won, I submitted the necessary documents for identity verification as requested by the site. However, even after 2 months, the verification process has not been completed.

During this time, I’ve contacted the site multiple times, but I keep receiving the same response that my account is under investigation.

Although I've been told I'll be contacted once the investigation is complete, I believe a two-month delay is excessively long.

I’d like the site to be urged to expedite the process and provide a response promptly.

Dear kisshi66,

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 clarify the situation.

What types of games did you play with your bonus? Did you play slots, live casino games, or place sports bets?

Could you please confirm if your identity documents have been approved by the casino during the verification process? Which documents did you provide the casino with and which of these have not yet been approved? Is the investigation related to your documents or your gameplay?

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