Limitless Casino - Player faces delayed verification and withdrawal.

Hello. I feel I have been patient with this casino. However they claim that their verification process takes 3 to 5 working days it’s been double that I’ve contacted support through email and it looks like it’s automated with their response. I’ve contacted their live chat and they just continue to tell me that they are backed up and makes no effort to find out what is exactly going on with my verification in order to withdraw can someone please help me in this matter as I feel they are not making any effort to verify my identity so I can be able to withdraw

Dear tmooney1982, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino yet?

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, 

Veronika

I have submitted all documents per their verification policy. The last submission was one week ago today which leads me to filing this complaint. The verification process is what’s being held up. I feel as though no one is making any attempt to verify me. After speaking with their chat multiple times the only thing they say is they’re backed up as if it’s a scripted response. They don’t offer to look into the matter or anything. I feel as though I’ve e been patient and they don’t care to verify me to be able to withdraw

Thank you very much, tmooney1982, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi tmooney1982,

I've just reviewed your case and am sorry you came across such problems. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Limitless Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the necessary documents from the player and what stage is the verification process at?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello tmooney1982,

Hello Natalia,

I hope you're well and safe.

Please note that we have contacted our Fraud & Risk Department regarding the status of your Account Verification. We have been informed that the quality of the photos and documents you have provided is insufficient for the Verification procedure to be finalized at the moment.

The Fraud & Risk Department has sent an email to you asking for photos of better quality to be uploaded with detailed explanation.

In order to expedite the procedure, please contact us here the moment you have uploaded the required documents so we can contact the Fraud & Risk Department.

Thank you for your understanding.

Kind Regards,

Lucas

Limitless Casino Management

Hello,

I’ve replied to the email that limitless casino has sent me with an update of the needed documents to verify my identity.

Thank you, Limitless Casino, for the fast reply.

Dear  tmooney1982, please, let us know if this helped as soon as you receive any response to your email from the casino.

Hello. I’m just still waiting for my verification to be approved

After sending my last message I submitted my documents once again in hopes that my identification gets verified

Thank you, tmooney1982, I believe it may take some time until your documents are reviewed. I hope you won't need to wait for too long.

Hello. I am happy to report that I have been verified as of a few minutes ago and able to move forward. Issue resolved and I appreciate all of your help

Hello tmooney1982,

I hope you are well.

Please note that our Fraud & Risk Department confirmed that your documents have been approved. I'm happy to inform you that your Account is fully verified!

In order to finalize your first withdrawal, please contact our Customer Service either through Live Chat or through e-mail at support@limitlesscasino.com.

Thank you for choosing Limitless Casino and congratulations on your win!

Kind Regards,

Lucas

Limitless Casino Management

Dear tmooney1982,

I'm glad to hear that your issue has been resolved successfully. So I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru

Thank you greatly