Casino Universe - The player struggles to verify his account.

I have sent the necessary certificates for the kyc procedures through the hooYu service, identity card, address proof and a photo, and they were accepted immediately, but they also separately asked for a certificate of the payment method through their own website, and they are not going to handle this in any way.

Hello kzzntqg8dk,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Universe. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear kzzntqg8dk,

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.