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I cannot complete verification process and accordingly I cannot request a withdrawal of my funds. I was asked to pass face verification but when I tried to verify the process was declined and I couldn't continue it. At the moment on the verification page note appears informing that documents are being processed. I wrote emails to support several times, tried to contact them through special contact form but still didn't get any reply.

I registered account in casino on 22.03.2025.

Dear tedfranck88,

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.

• Do I understand correctly that the only issue now is passing the face verification?
• Could you please advise which documents you have already submitted and when exactly you sent the last one?

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,

Kristina

Dear Kristina,

As I explained previously there was an issue while the face verification process. I provided my ID and proof of address, after that I needed to verify my face but the process was rejected. I didn't get any information what was wrong. I wanted to clarify was the issue with the provided documents or it was a technical issue , but couldn't contact casino.

Thank you for your reply, tedfranck88. Could you please clarify which channels of communication you have tried? I checked the Contact Us section, and there are several ways you can reach out to the casino:

Yes Kristina, you are right. I used "Contact us" form for several times and also sent emails to their address [email protected]

Unfortunately they didn't reply.

Thank you very much, tedfranck88, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, tedfranck88!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Hello Pavel

We have shared with you evidence regarding the player.

tedfranck88, we have learned that you did not pass the verification process. Please, verify your account and let us know when you do it!

Dear tedfranck88,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru