Casino Extreme - KYC verification delay for a player's account.

I submitted the KYC verification on 4/29/24, and the site said it'll take 3-5 business days to complete. I emailed them and so far they have said they can not find my account (my email is ***** , but the email system removes the period when emailing.) when I have told them my user id (ID: ****). They also sent me another message just saying that it takes a long time for the KYC to finish, but did not send me an update or let me know if there was an error.

Dear alexandergpaniagua,

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 list 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?
• Were any particular documents already accepted or rejected?

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,

Tomas

I provided a front and back of my id including a selfie with my id on 4/29/24.

Then I sent an email saying it has been longer than the time listed, and they told me that they sent an email saying to send a selfie and a copy of a utility statement to banking@casinoextreme.eu.

I provided the selfie and utility statement in an email on 5/8/2024.

I believe the documents I already sent were accepted and they just needed more.

Thanks for the explanation, has the verification of your account progressed at all since your last post?

I'll await your reply.

Dear alexandergpaniagua,

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.

They have sent me another email saying they will change my email address if I perform an extra step. They want me to send a picture of me a holding a piece of paper with the words "casino extreme", todays date, and my username. I sent that last week on thursday, and they have just asked me for it AGAIN. I have done the same.

Has the casino successfully verified your identity and processed the payment yet?

I'll await any news.

If the issue persists, Could you please share your recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear alexandergpaniagua,

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.

Nothing has happened

Thank you very much, alexandergpaniagua, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi alexandergpaniagua,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Casino Extreme, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's KYC? Have you received all the necessary documents? What is the issue with the players' email address?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I can show emails I sent to them showing me submitting the required photos for them to change my email and verify me. Still nothing

Hi Natalia,

Hi alexandergpaniagua,

Hope you are well and safe,

Thank you for reaching out to us! Upon checking with our banking department, we found that the player made two requests: the first to verify his account and the second to change the email on his account. Due to blur information`s on the selfie with ID for the email change request and incomplete documents for the account verification, his requests are still on pending with additional requests from the banking department. Unfortunately, to complete both requests, he needs to send:

1. A new selfie holding a text note and his ID (with visible details on the ID, as the information on the ID in the previous selfie was blurred) for the email change request.

2. For account verification, he needs to send a picture of the front side of his ID.

Also, Natalia, we sent you an email to your personal email address with the provided rejected selfie as proof of why we can't accept that selfie.

Thank you for your understanding!

Kind Regards

George Moore 

Casino Extreme Management

Thank you for the explanation, Casino Extreme. I have received your email, thank you for the attachment.

Dear alexandergpaniagua, I've just checked your selfie with the driver's license you sent to the casino - your document is blurred, the text is not readable at all, so I'd recommend you take a new selfie and check the quality before sending it to the casino. Please ensure that your fingers don't cover any information on your document, too.

If you like, you can send me a new photo beforehand so I can give you feedback about your selfie

Dear alexandergpaniagua,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.