AHTI Games Casino - Player’s verification is delayed.

Hey. I have previously opened an account at Ahtigames.com casino a couple of years ago. Now I went to play again and played for many hours (due to illness I use up my time). I got to the final balance of approx. 530 euros and went home. The withdrawal was not successful, but the casino asked for proof of the address and proof of where I got my money from. I downloaded the certificates I did the same and now more than 36 hours have passed. On its website, the casino promises to check the documents within 12 hours at the latest. No one answers the chat, even though they announce the waiting time. When the time is up, a new time announcement will appear, No one will answer the chat Only the bot. I have sent emails to the support email, but there has been no response. I have already sent several emails. How do I proceed from here, so that I can repatriate my balance, which is now around 430 euros.

Dear Tahtitytto, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. We usually recommend the players wait 14 days for the verification procedure to be finished.

Could you please advise when exactly did you send the last requested document? Have you provided all the documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Dear Tahtitytto,

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.

The review process took a total of more than 5 days and the balance (I had played with that balance and lost) approx. 250 euros was not credited to my account until June 16. Very slow. I stopped playing at that casino for good. Customer service really bad. The e-mail was not answered and the bot was on all the time in the chat.

Do I understand correctly that your account has been successfully verified but you eventually decided not to play in the casino anymore? Please let me know so this complaint can be closed. Thank you.

There was already another confirmation. Address information and the origin of the funds were now confirmed. Years ago there was a person identification, i.e. the sending of a photo from the passport. The documents were approved. I haven't closed the account, but I decided not to play at this casino in the future. There are better casinos out there. This casino was not customer friendly.

Dear Tahtitytto,

I'm sorry to hear that you had a negative experience with AHTI Games Casino. If you are seeking casinos with a higher safety index, I suggest reviewing our recommended list of top-rated casinos available for users in your country. You can find the list here.

On a positive note, I'm glad to hear that the issue with your verification has been successfully resolved. I will now update our system to mark the complaint as "resolved."

Thank you for your cooperation, and please don't hesitate to reach out to our Complaint Resolution Center if you encounter any issues with this or any other casino in the future. We are here to assist you.

Best regards,

Veronika

Casino.Guru