HomeComplaintsCasino Dome - Player’s struggling to complete the account verification.

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

Amount: €2,000

Casino Dome
Safety Index:Above average
Submitted: 10 Feb 2021 | Case closed : 25 Feb 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Ireland is experiencing difficulties verifying their account. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago

I make a widrawn from my account they want to verified I send the documents till now is not a replay or anything still wait for it is very poorly answer to email no other ways to make a connection with yhem

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3 years ago

Dear Madalina,

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

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you’ve requested a withdrawal and started the verification?

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

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3 years ago

Dear Madalina,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

 

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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