Casino Adrenaline - Player’s account verification is delayed.

I can not verify my account in this casino. I uploaded all documents, but the verification pending is more than one month.

I registered in the casino at the beginning of April and made 3 deposits, and dot my winnings on the last one.

I uploaded all the documents at the end of april and they are still not verified and all my withdrawals are rejected.

Dear calderonmorales030, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have your documents been approved, rejected, or has their status not changed at all?

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

Hello,

I uploaded bank statement as a proof of address, my ID, selfie with ID, drivers license, screenshot of payment method. From these documents proof of address and ID front side are verified, others still pending, but they are not rejected either. The last one that I uploaded is selfie with drivers license on 11th of May. Since 27 April my requested withdrawal was rejected for 6 times, the last one was on 29th of May and when I asked the reason the reply was always that my account is not verified yet and I need to wait. It makes no sense to request a cashout again as they reject it all the time but also do not proceed with my documents. Even do not write the reason why are my document verification is pending so long, if there is anything wrong with them.

Thank you very much, calderonmorales030, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.

Hello calderonmorales030,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Casino Adrenaline to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hi Dominika,

Hi calderonmorales030,

Hope you are well and safe,

Thank you for reaching out to us! Unfortunately, the account verification process is still incomplete because the player didn't provide a selfie holding their ID with visible details on the ID. The last selfie provided by the player was on 2024-05-23 at 18:47:59 casino time, and in that selfie, we couldn't verify any information to match with other provided documents. On 2024-05-24 at 08:41:04, the banking department requested a new selfie with better quality where we can see the details on the player's ID, and we are still waiting for the player to upload the new selfie. Also, Dominika, we sent you an email on your personal email address with the document that we can't accept in order to finish the verification process.

Thank you for your understanding!

Kind Regards

George Moore

Casino Adrenaline Management 

Hello everyone,

Unfortunately I was not informed regarding bad quality of my selfie till now. I was asking casino regarding the pending verification of my account but exact reason was not named.

Dear Dominka, please, find attachment sent to your email that casino replied on 23.05.2024. Sorry I couldn't upload it here. 

Also I was communicating with support via chat asking the reason of rejected withdrawals but reply was always that my documents are under review and I need to wait until finance department verifies the account. 

I have a question to casino, why was not my selfie rejected then and it still has pending status on my profile and what about other documents, do they have issues also that they are also still pending?

Dear calderonmorales030, have you provided the casino with a new selfie with better quality so that the details on your ID are clearly visible?

Dear Dominika,

I uploaded ID and Selfie with ID on casino website.

Thank you for the information.

Dear Casino Adrenaline, is the new selfie acceptable for verification purposes, please?

Hi Dominika,

Hi calderonmorales030,

Hope you are well and safe,

Unfortunately, the player provided a selfie with almost the same quality as before. We cannot accept the new selfie because the information on the ID is not readable.

The same request for a new selfie with better quality remains. As soon as the player provides us with a selfie of good quality, we will be able to complete the verification process.

Thank you for your understanding!

Kind Regards

George Moore

Casino Adrenaline Management

Dear calderonmorales030,

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.

Hello,

Sorry for delay.

I uploaded new selfie with ID to my profile today.

Kindly ask casino to review it and verify my account.

Jorge

Hi Dominika,

Hi calderonmorales030,

The player's account was verified by our Banking department earlier today, and they are now welcome to request a payout at their earliest convenience.

If you need any further assistance, please do not hesitate to reach out.

Kind Regards,

George Moore

Casino Adrenaline Management

Hello,

Thank you.

Withdrawal is requested. Please complete it.

Withdrawal is completed and I received it already. Thanks all for support.

Hello calderonmorales030,

We would like to update you that due to Dominika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Dominika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Dominika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear calderonmorales030,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru