The player from the United States had experienced difficulties with the document verification process at an online casino. During this process, she had lost her balance. The casino later stated that due to the low balance, no verification had been needed. The player compared the experience with other casinos, stating that they had a faster verification process. We had explained the importance and potential duration of the Know Your Customer (KYC) process and advised the player to contact customer support or our forum before playing, if she encountered such delays in the future. The complaint had been closed due to the inability to retrieve the lost funds.
Casino Extreme - Player’s delayed verification resulted in loss of winnings.
Amount: $248
Casino Extreme
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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3 months ago
This casino would NEVER verify my submitted documents I submitted over 10 different times over the course of 8 days when 8 had a $248 balance then $184 balance…. When I played and lost the money they then sent me an email stating due to my low balance no verification is needed. That was a horrible experience!!! BEWARE!
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3 months ago
Dear mystec1977,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Casino Extreme. 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.
I understand how frustrating it is to wait several days for your documents to be approved. However, if you gambled away all your balance, I am afraid we are unable to help you get the money back.
Please let me know if there is anything else we could assist you with, otherwise, this complaint will be closed.
Thank you for your understanding.
Best regards
Veronika
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3 months ago
Ignition casino NOR BVX casino had this issue. It was 7 days I waited. People all play ignition casino over this casino. It took more than a few it hadn’t been done in 7 days and still wasn’t done. So that response is a pile of crap when ignition casino did verification within 48 hrs and they are highly qualified just as extreme casino so your response is not true and a pile of crap.
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3 months ago
The delays in verification may be caused by several factors. If you encounter a casino with such delays in the verification process in the future, I recommend contacting customer support or our forum first before playing, to avoid risking your balance.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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