Dove Casino - The player struggles to verify her account.

I deposit and play on this site a lot. In the past I've sent numerous ID for verification. In the documents section I can see the ones that have been accepted ,however in my account section it's still not saying verified! I cannot send photos of old expired debit cards that were on my old PayPal account as they no longer exist!. I don't use PayPal to deposit. In the past I've had to email customer service to ask for my withdrawal to be processed! And this has taken a long time but I eventually got it. However I still cannot just withdraw without it constantly asking for ID which I've sent everything I've had ! So my ID has been fine when I've contacted customer service for them to process my withdrawal. But I should not have to do this ! I should be able to withdraw any time I want. The customer service now seems to be none existent, as I've sent numerous emails asking for them to sort my account out so I can be confident if I win ,I can with draw without issues! However I do not hear anything at all back ! I'm so so disappointed and very reluctant to deposit anymore. There is nobody to help and I never get anywhere! I should never have had to ask for my withdrawal to be processed to start with. Luckily I don't have any pending withdrawals ,but I will not deposit again unless I get confirmation my account and withdrawal system is working correctly and you update my account to fully verified!

Hello Allygeegee19811,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dove Casino. 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? Was your account verified ever before? 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?

Looking forward to your answer.

Regards,

Nick

The team in the past have paid me when I've emailed them, but I shouldn't have to do this. Plus they done reply to emails any more..I've sent 2 or 3 more in the past few weeks. The only thing that is not verified are my photos of paypal cards, but as I've told them numerous times, I've kotnused paypal for a long time, all the cards have gone/expired so no longer have them. I've attached 2 photos of my account, one shows my address verified, the other doesn't. I really do not know where I stand or why they won't fully verify my account considering I only use my debit card and that's already been verified. Thanks. Ps, the emails trying to get this sorted date back to 2021 !

Thank you Allygeegee19811 for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Allygeegee19811,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Dove Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Allygeegee19811,

I am sorry to hear about the issue you have been facing with your account verification on our brand Dove Casino. I can confirm I have raised this with the Customer Support Team and I ask that should you still be facing issues with uploading your documents via the online tool on your account or with the verification to please get back in touch with them so they can assist further.

Should you face any further issues please do let me know so that I can raise this again.

Kind Regards,

The Dove Casino Team

Dear Allygeegee19811,

Could you please upload your documents to customer support and let me know once you do that?

I am looking forward to your response.

Kind regards,

Stefan

Dear Allygeegee19811,

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.