The player from Ontario had expressed frustration due to a delay in her account verification process despite having submitted the necessary documents 5 days prior. However, the issue had been resolved and her account was verified, which enabled her to make a withdrawal. An additional requirement, which was a $10 deposit. The Complaints Team had marked the issue as 'resolved' following the successful resolution.
Limitless Casino - Player's account verification is delayed.
Amount: $50
Limitless Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I am very frustrated with waiting for my account to be verified I've sent in the required documents 5 days ago. I've contacted both online/live and email customer service and they keep telling me the same thing, that it will take up to 5 days, and I'll get an email.
It was a no deposit bonus. I did my part, played the required slot, played the required playthrough.
It is time for them to do their part.
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1 year ago
Dear Manda19,
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 list which documents you have already provided for verification?
- Do I understand correctly you played a single welcome no-deposit bonus in the casino thus far?
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,
Tomas
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1 year ago
Hi, the issue has been resolved. My account was verified today and I was able to withdraw. There was 1 minor annoyance. I made the withdrawal request which was denied because since it was a non deposit bonus I needed to deposit $10. That was fine, just wished that mentioned before in the various emails and live chats.
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1 year ago
Dear Manda19,
I'm glad to hear that your issue has been resolved successfully. 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,
Tomas
Casino.Guru
