Casino Extreme - Player’s account verification process has been delayed.

I have been trying to get my account verified for several weeks now. The casino has asked me to upload new selfie to finish verification process. I have uploaded new selfie at least 10 times. Not knowing exactly why im having to upload new selfie over and over. Then of course support stops responding to my emails. So I mentioned having a private dispute then someone finally responds and actually says something useful. It says they need selfie and ID fully visible to verify account. Well Everytime I uploaded the document both I and the ID are fully visible like they ask. So I don't get why they aren't verifying my account. And of course support stopped responding once again. I won $50 I just want to withdraw that's it.

Dear AggyOD24,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account 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

I had not been informed as to why my documents needed to be uploaded over and over up until yesterday. Support is now saying that the ID and myself must be completely visible in the selfie.

I uploaded documents 5/31/2024. And have uploaded multiple times over several weeks. I received about 3 emails that state "please upload new selfie to continue verification process" within the first week of requesting verification and after that support was not even responding after even more attempts of uploading new documents. As time went on I would proceed to contact support by email and having them reiterate I need to upload a new selfie then ultimately being told to just be patient as verification can take 3-5 business days. By this time I had been waiting over 10 business days. I asked again and again why they areasking for new documents. I'm irritated now because they are saying details need to be visible but I and the details on ID in selfie are completely visible everytime I've uploaded any documents!

Hi AggyOD24,

Could you please share those selfies that you sent to the casino with us as well? Rest assured that they will not be shared with anyone else; we just want to check if the quality is satisfactory. You can send them to my email address: petronela.k@casino.guru.

Thank you very much.

Documents sent.

Thank you very much, AggyOD24, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear AggyOD24, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Casino Extreme representative to join this conversation. 

Dear Casino Extreme, could you please provide more information about this case? 

Looking forward to your reply.

Hello Katarina,

Hello AggyOD24,

I hope you're well and safe

Please note that I have reached out to our Banking Department and inquired about the status of your Account Verification.

As you have mentioned, the initial documents you submitted could not be used to finalize the Verification procedure given that the selfie (photo of yourself) holding your ID was not clear enough and the details on the photo were not visible. On May 31st, the same day the user submitted her documents for the first time, she was promptly informed of the requirements for the photo by our Banking Department. Since then, the user provided the same photo multiple times even though she was explicitly asked for a new one.

The latest reply was sent 8 days ago and I'll share the e-mail here.

8 days ago (Thu, 20 Jun 2024 at 9:24 AM)

Hope that you are well and safe.

Would you please send new selfie holding your ID with all details visible?

We kindly ask for your understanding of these requirements.

We are obliged to protect you and your personal data in order to enable you to play safely and to pay off your winnings in a secure way. 

Kind Regards,

Zoe

Banking Extreme

At the moment, the account is still unverified and as soon as the user provides a new, clear photo of herself holding her ID, the Verification procedure can be completed.

Thank you for your understanding and should any additional information be required, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Extreme Management

Extreme support would only say please upload new selfie with all details visible. From the document I sent I clearly see the details visible. So I was not understanding why they were asking me to send new document so yes I did send the same picture because nothing was wrong with it. After contacting support multiple times with very little help I received an email on June 7 asking if I had uploaded a clearer version because thats what banking had in their support notes thus far. So I was and still am confused up to and after that point because the photo is clear and details are visible. I am having a hard time trying to figure out what is it they believe isnt visible because as I've said before the picture is very much visible, clear, and legible.

Dear Casino Extreme,

thank you for your prompt reply.

Dear AggyOD24, 

I understand your frustration. I would like to ask you to submit the picture of yourself one more time. Please stand in the good light, with your ID close to your face. You either use selfie camera, or ask a friend to take a picture of yourself. Please do not use the mirror pictures, since they tend to be more difficult to read. Please let us know once you complete this requirement.

Ok I have uploaded documents.

Dear AggyOD24, 

thank you for the update.

Dear Casino Extreme,

have you received the documents? Are they up to your standards, please?

They asked for documents again. Also have emailed documents sent on the last date stated. I have uploaded once more this morning and am 1000% sure all details were visible and clear. But the casino STILL did not accept.

Dear AggyOD24, 

thanks for the update.

Some documents and IDs are more difficult to read once taken picture of. It is partly the fault of the cover finish, partly the lightning in the room, and of course the quality of the camera. I would recommend at this point to upload different type of verification document. Do you maybe have a passport or other sort of ID, please?

No I do not have passport. Have you seen the picture I sent?

Dear AggyOD24, 

Yes I did see the picture. It is better quality than the previous ones however, it is still little difficult to read. Will you be able to retake this selfie once again?

Here are few suggestions on how to improve the quality of your photo.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please make sure the camera is focused on the ID. This makes the ID much clearer and easier to be read.

When taking picture of the ID alone, place it on the non shiny surface, please.

I hope those suggestions were helpful and please let me know whether you submitted your new pictures.

Dear AggyOD24,

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.

Dear all,

Unfortunately, we’re forced to reject this case because AggyOD24 has stopped responding to our messages and questions. Without AggyOD24 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.