Atefia Casino - Player’s withdrawal has been delayed due to account issues.

Hello,

I would like to ask for your help regarding a dispute with Atefia (https://atefia8.com).

I registered on the casino around the end of June. Unfortunately, while creating my account, I accidentally entered incorrect personal information, specifically my date of birth and residential address. It was an honest mistake during the registration process, and I informed customer support as soon as the issue became apparent during the verification process.

At the beginning of July, I requested a withdrawal. About a week later, it was rejected because the casino asked me to complete the identity verification (KYC), including proof of identity and proof of address.

I uploaded my genuine identity and address documents, but they have been automatically rejected every time because they do not match the incorrect information currently displayed on my account. This is exactly the issue I have been trying to resolve with the casino.

According to the casino's Terms and Conditions, if the personal information on an account is incorrect, the player must contact customer support to request a correction. I followed this procedure and immediately contacted customer support, explaining that I had accidentally entered incorrect information during registration. They told me that my account details would be updated within a few days. However, it has now been more than two weeks, and nothing has changed.

During this period, I contacted customer support several times to understand why the issue had still not been resolved. In every conversation, I explained the situation from the beginning and reminded them that the information on my account needed to be corrected before my documents could be verified. However, instead of taking action, I repeatedly received generic or repetitive responses, such as asking why I wanted to change my personal details or simply telling me to wait a few more days.

Since then, I have been stuck in a continuous back-and-forth with customer support. Every time I contact them, I receive the same generic responses, but no progress is ever made. Meanwhile, my documents continue to be automatically rejected because the incorrect profile information has never been corrected.

At this point, I cannot understand why such a simple correction has still not been made. The prolonged delays and the lack of any concrete action make me concerned that my withdrawal is being unnecessarily delayed.

I am not trying to conceal my identity or provide false information. On the contrary, I have submitted my genuine documents and I am willing to provide any additional documentation the casino may reasonably require. I simply want the incorrect information on my account to be corrected so that my identity can be verified properly and my withdrawal can be processed.

At this point, I feel that customer support is not making any real effort to resolve the issue, and I have no way to move the verification process forward on my own.

I can provide screenshots of my conversations with customer support, the relevant section of the casino's Terms and Conditions regarding the correction of personal information, and any other information that may be helpful.

Thank you very much for your assistance.

Important notice:

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Atefia

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please describe the extent to which your personal information differs from the personal information on your documents?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Yes, my player's account is still accessible and I can log in normally.

The incorrect information on my account concerns my full date of birth and my residential address. Both are incorrect on the account, while my identity and address documents show the correct information.

I am currently collecting the screenshots of my communication with Atefia regarding this issue, and I will send them to you as soon as possible.

Best regards

Hi Tomas,

I have just sent you all the screenshots of my conversations with Atefia Support by email, as requested.

Just to briefly summarize the conversations:

On July 10, I contacted Atefia to request a correction to my personal details.

I was initially told that the change would take approximately one day.

The request was subsequently escalated to the relevant team.

I contacted Support again on July 17 and July 27 because the information had still not been corrected. On both occasions, I was told that the case was still under review and that I would be contacted once there was an update.

I contacted them again on August 10, as the issue was still unresolved. I was again told that the case was still under review and that I should wait for an update.

The requested correction has therefore still not been completed almost one month after my initial request.

The screenshots I sent by email show the complete conversations and the timeline in detail.

Thank you for your assistance.

Thanks for your patience.

I went over the chats you provided.

Could you please specify what the mistakes in your date of birth and your address were in more detail?

Looking forward to your reply.

Hello,

both the date of birth and residential address on my account are completely incorrect and do not match my genuine identity and address documents.

Dear Pedronn,

Thanks for the clarification.

Please note that registering with incorrect personal information is a serious breach of the casino's terms and conditions. Registering an account with incorrect details will prevent you from completing verification and withdrawing winnings. Breaching this rule to the extent you are describing makes it impossible for us to intervene on your behalf. Please check our fair gambling codex for players: https://casino.guru/guide/fair-gambling-codex-for-players

Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account.

If your details in other online casinos are similarly incorrect, we recommend that you don't deposit or play further on those accounts. Instead, it's advisable to contact support in order to fix the personal information found in your player's account as soon as possible.

After careful consideration, we decided to reject your complaint as unjustified based on the findings above. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.