Limitless Casino - Player faces issues with confusing verification and withdrawal process.

I received a welcome invitation, offering $100 free bonus. I reached the play, threw them out at which time the casino automatically remove the remaining balance and put the next withdraw amount into my account which total $50.

That point I attempted to make a withdrawal but I was blocked by the website program and informed that I must fill out a player verification form and submit it. The page that the prompt from the cashiers page, navigate me to was only designed in capable of accepting my identification documents, which I uploaded and submitted 9 days ago now. Casino informed me this will be a 3 to 5 day process and I would be able to withdraw that $50. There was never any clarification on this form that I’ve asked about multiple times, and the question has never been addressed another question I asked was about depositing in the Casino would I be able to play with that money but not the bonus winnings any further, this portrait chat representative, informed me, I could indeed deposit money and play but if I played that $50 down beyond $50 that I wouldn’t be able to withdraw that $50!so I waited a few days, three to be exact and checked back in see where exactly the casino was with the KYC process, the cashier at that point responded quite quickly, and informed me that I needed to resend a selfie holding my identification. I promptly obliged and submitted the selfie. Three more days went by and I can return to the casino to check and see where they were out on the KYC process. It appeared that no progress had been made at that point, so I inquired as to what the holdup might be. I was informed by the cashier that they would not process my KYC application UNTIL SUCH TIME THAT I HAD MADE A WITHDRAWAL REQUEST IN MY ACCOUNT. It turns out that processing request for withdraw is a Prequisite for initiating the KYC process. However, it is also a pre-requisite that prior to processing a withdrawal request KYC must be completed. THAT IS EXACTLY WHAT I HAVE BEEN TOLD. I’VE SOUGHT CLARIFICATION ON THIS. AND TO NO AVAIL I HAVE REQUESTED CLARIFICATION FROM BOTH THE SUPPORT ONLINE CHAT PORTAL AS WELL AS THE CASHIER PORTAL. MY QUESTION CONTINUES TO GO ON, ANSWERED. I THOUGHT THAT I HAD THE ANSWER, WELL, PERHAPS NOT THE ANSWER BUT A SOLUTION, SO I DID what I thought would work. WHAT I DID WAS MADE A $30 LIGHT COIN DEPOSIT INTO MY ACCOUNT. INITIALLY THE DEPOSIT APPEARED IN MY ACCOUNT AS A PENDING DEPOSIT. THEN 15 MINUTES LATER THAT PENDING DEPOSIT DISAPPEARED. I HAVE SEEN NOTHING OF IT CENTS. I SUPPLIED LIMITLESS CASINO, THE LITECOIN TRANSACTION NUMBER THE TRANSACTION DATA FROM THE BLOCK CHAIR HAVE INQUIRED ABOUT THIS DEPOSIT MULTIPLE TIMES, THE QUESTION JUST LIKE EVERY OTHER QUESTION I HAVE CONTINUES TO LINGER AND GO ON ANSWERED. WHEN I MAKE INQUIRIES WITH THE ONLINE CHAT SUPPORT PORTAL, I AM INFORMED THAT I NEED TO CONTACT THE CASHIER EVERYTHING ON THE CASHIERS PAGE POINTS TO ALL QUESTIONS BE DIRECTED TO THE ONLINE SUPPORT CHAT PORTAL , SO HERE I AM INTO THIS NINE DAYS. I WAS INFORMED YESTERDAY THAT THE KEYC PROCESS HAS NOT EVEN BEGAN. I COMMENTED THAT THIS WAS BECAUSE I WAS UNABLE TO PROCESS A REQUEST FOR WITHDRAWAL, AND AGAIN I WAS TOLD TO CONTACT THE CASHIER. ABOUT FIVE HOURS AGO I once again contacted support through the online chat portal, inquired about my deposit, inquired about the KYC PROCESS, INQUIRED ABOUT THIS MYSTERIOUS FORM THAT I’M SUPPOSED TO FILL OUT AND SUBMIT, AND ONCE AGAIN, I WAS TOLD TO CONTACT THE CASHIER AND ALL SIGNS FROM THE CASHIER LEAD ME RIGHT BACK TO THE ONLINE SUPPORT PORTAL. It’s a very vicious cycle with no end in sight. This is absolutely the worst online casino experience I have ever had. They make commitments, time commitments they do not keep, and I have every reason to believe that they know all too well, going into it that the times that they "will not be met. They avoid answering simple questions questions that deserve answers. One department direction to the other department and that department directions back to that same department, it is my opinion and I have every reason to believe this is true. Their only concern is to get you off of there screen and move you to someone else’s and when you arrive there, they want to do the same thing. The last message I received from them in the online chat portal was in response to a copy of an email, which is an automated email response from the cashier that I sent to them and it states clearly that the KYC PROCESS WILL NOT COMMENCE UNTIL SUCH TIME AS A WITHDRAWAL, REQUEST IS MADE FROM THE PLAYERS ACCOUNT PAGE. I SENT THEM THAT EMAIL AND A COPY OF THE ACCOUNT PAGE THAT IS BLOCKING ME FROM PROCESSING THAT WITHDRAWAL REQUEST. THEIR RESPONSE ONCE AGAIN, WE DO NOT HANDLE ANYTHING TO DO WITH THE KYC PROCESS, ANYTHING TO DO WITH DEPOSITS, OR ANYTHING TO DO WITH WITHDRAWALS. That begs the question then just what the hell do they do? I would like help getting my money as it currently stands I don’t see that ever happening.

Dear Hydrojimm2,

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

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

• Does your transaction history show you initiated a withdrawal of your winnings from the casino and when?
• Could you please share a screenshot of how it looks in the cashier menu when the withdrawal is requested?
• If you have the correspondence with the casino saved, please send me the most relevant correspondence to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

Thanks for looking into this for me. The email below was just sent to Limitless Casino moments ago. At this point and juncture all I am requesting is the return of my $30.00 LTC deposit, but as you will see in the screenshot that deposit does not appear in my casino balance, the balance shown of $50.00 is the amount of the winnings from the sign-up bonus. I don’t want their $50.00 bonus winnings, I only want my deposit returned to me. I have absolutely no desire to have any future dealings with this casino. Yesterday was day 11 from when I first submitted my identification documents, 6 days ago they requested I resubmit the required selfie photo because it was blurry, then yesterday they request I resubmit the identification photo because it was "Bad Quality" They could have requested both both photos be resent 6 days ago but reasons unbeknownst to me chose not to do that. It all comes down to stall tactics, unkept commitments, poor or complete lack of communication, delayed action and being passed from one department to the next.

As you well know Thomas, player trust in a casino is paramount to the survival of that relationship. When talking about an online casino it becomes more far more than paramount, its make or break crucial. The fact is that Limitless Casino has eroded and squandered the initial trust I had in them. The trust a player has in an online casino when the relationship is in its infancy is "Given Trust" not "Earned Trust"… That given trust is quite fragile in and of itself, and can be easily shattered and destroyed. It should go without saying that "Given Trust" is a non-repairable and non- serviceable component, once its gone its gone for good, there is no getting it back. It is quite apparent to me that Limitless Casino has either yet to realize this or alternatively it may be of no concern to them whatsoever, for what it’s worth I am leaning heavily towards the latter. Therefore there is nothing more I want from Limitless Casino other than what is rightfully mine, that is the $30.00 LTC DEPOSIT I made. If needed Thomas I can provide screenshots of my Limitless Casino LTC wallet address as well as the LTC TX hash data.

Regards,

Jim M.

Thank you very much, Hydrojimm2, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Hi Hydrojimm2,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Limitless Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Could you please specify if you have already started reviewing the documents for KYC? Have you received the deposit of 30$ from the player?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Thank you very much for the detailed explanation of the issue and attached proofs, Limitless Casino.

Dear Hydrojimm2, based on the casino's reply, to proceed with the verification, you need to upload a new photo of you holding your ID since the previously updated file didn't have a good quality. We'd recommend you try make a new selfie, make sure you use a good quality camera which is stable and focused, so that your ID details are visible and not blurred.

Since you lost your funds before we contacted the casino to get more information, we won't be able to help you reinstate your balance in any way because it was your own decision to continue playing without waiting for the results of our investigation.

Please, let me know if you need any further assistance with the verification of your account.

Dear Hydrojimm2,

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.