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

I played slots using my first deposit bonus

The identification documents were to be submitted along with a piece of paper that said "For Ace Casino Verification," along with an ID and address verification document, so I submitted those documents first. After that, I was asked to submit an additional note with the time the document was photographed, so I submitted that document as well.

Since then, the authentication on the site has not been completed, so I inquired about it. I was told that "When there are similar or overlapping parts in the registered account information with other accounts, there are many things to check in the system, and it takes time." Therefore, I think the investigation is related to the account.

However, it took too long to investigate for two months, and this is my first time registering on this site, so there shouldn't be any duplicate accounts.

Thank you for your reply. To assist you further, could you please forward me the documents you submitted to the casino for verification? Additionally, I would appreciate it if you could share any communication you had with the casino regarding the delays in your verification process.

Furthermore, since the casino mentioned potential similarities between multiple accounts, could you let me know if anyone else in your household, or someone using the same IP address, has also created an account at this casino? This information could help us better understand the situation.

Thank you for your cooperation, and I look forward to your response.

How do I send the documents?

My family doesn't play casinos.

I played on the go, but I don't think there was a registration with the same IP address.

Thank you for your reply. I apologize for not mentioning my email address in my previous reply. You can send these documents to veronika.l@casino.guru. Thank you for your patience and your cooperation, and I look forward to assisting you further.

Dear kisshi66,

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.

I have attached a screenshot to that email.

Thank you very much, kisshi66, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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.

Dear kisshi66,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Ace Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Ace Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Dear kisshi66,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo