HomeComplaintsAce Casino - Player’s account verification is delayed.

Ace Casino - Player’s account verification is delayed.

Amount: $6,000

Ace Casino
Safety Index:Fresh casino
Submitted: 04 Oct 2024
Case opened Current status

Waiting for casino to reply

1d 5h 51m 23s

Case summary

6 days ago

The player from Japan has been waiting for two months for identity verification after using a welcome bonus to play. Despite multiple inquiries about the status of his account, he only receives updates stating that the account is under investigation.

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1 month ago
Translation

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.

Automatic translation:
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1 month ago

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

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1 month ago
Translation

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.


Automatic translation:
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4 weeks ago

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.

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3 weeks ago
Translation

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.

Automatic translation:
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2 weeks ago

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.

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1 week ago

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.

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1 week ago
Translation

I have attached a screenshot to that email.

Automatic translation:
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6 days ago

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.

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6 days ago

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

Ace Casino has 1d 5h 51m 23s to reply

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