The player from Canada has experienced difficulties getting account verification at the casino, despite providing the requested documents. They're seeking an explanation for the casino's refusal to verify the account. We rejected the complaint because the player didn't respond to our messages and questions.
LevelUp Casino - Player struggling with account verification.
Amount: Can$1,200
LevelUp Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
I don’t understand how this casino can hassle me with such a deficit time to get my account verified. I have uploaded required documents in every form shape and way to no avail. I would like an explanation on how they call it secure but refuse to verify based on me submitting the exact document they ask for.
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1 year ago
Dear joefarina62,
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.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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,
Petronela
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1 year ago
Dear joefarina62,
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.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
