Casino Dome - Player’s struggling to complete account verification.

documents submitted to casinodome, but kassu.com has requested more documents. Documents also submitted to kassu.com. So my winning money at the casino domain is now unpaid because kassu.com has requested documents. I have not been specifically informed that no profits have been paid for this reason. Really confusing hustle and bustle. The withdrawal request was made 6 days ago.

Dear Piita,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Was your Casino Dome account successfully verified in the past?

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,

Petronela

Hey. I have submitted the documents before and the account has been confirmed but now they asked for more e.g. payroll calculations. Withdrawal request made on April 11, 2022 and April 15, 2022, they asked for these documents when I started asking for my money. How can it take so long, the point is almost two weeks and I have not received any information on when I will receive my money. It's a really disgusting activity. In another casino, the process took two days.

Hey

now 15 days have elapsed since the request for withdrawal and 11 days since the documents were submitted and still no money appears, let alone a message from the department in charge. Now it starts to feel pissed all over the casino

Thank you very much, Piita, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Piita,

I am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Dome's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Dome Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps do a player need to take to successfully verify their account?

Thank you in advance for providing the information.

Hi Piita, 

Kindly note that your Withdrawals were processed late yesterday evening. Kindly wait 3-5 working days for the balance to reflect into your account accordingly. 

Should you have any other queries do not hesitate to contact us, we are more than happy to help. 

Regards,

Casino Dome Team

Dear Piita,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you if it has not yet.

I will keep this complaint open until your confirmation regarding successful withdrawal or an update.

Please let us know as soon as you receive the payment.

Was your issue resolved, Piita? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will consider it resolved.

We are looking forward to hearing from you.

Thank you, Piita, for using the Casino Guru complaint resolution centre.

Based on all available data and information, we consider the complaint resolved and it will be closed accordingly.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

In case of dissatisfaction of the player with the result of the complaint, the player can reopen this complaint anytime.

Thank you very much, Casino Dome Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru