Pixel.gg Casino - Player’s withdrawal is delayed due to KYC issues.

Casino Pixel checks the KYC through a third-party organization Sumsub. When I tried to pass verification, they rejected my documents and my profile remained unverified, because of this I cannot withdraw my funds. When contacting the casino support, they said that they could not help and said that you need to contact Sumsub directly.

Dear alterburn,

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 you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

I submitted my passport and selfie on January 10th, after which I saw a message that the verification was unsuccessful and that’s it. The casino does not allow you to go through verification again; they are redirected to the Samsab organization. I also have a text file of correspondence with Pixel support. I can provide it to you.

Thank you very much for your reply, alterburn. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes. Sure.

Upd.

Send it to you.

Thank you very much, alterburn, for your cooperation. 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.  

Dear Alterburn,

I’ve reviewed your case and I'm sorry to hear about the challenges you’re facing with verification. I will reach out to the casino to see how we can resolve this matter together.

Dear Pixel.gg Casino,

I’d like to invite you to join this conversation to help resolve the player’s complaint. Could you please provide more details about the situation? Specifically, I would appreciate it if you could clarify whether you have received any reports from SumSub regarding the reasons for rejecting the player’s verification.

I look forward to your response. If you have any supporting evidence, feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Upd. After two weeks i can explain my situation and finally verify my account it was very hard. So i think we can close this case.

Thank you for the updates, alterburn. I'm glad to hear that customer support understood your problem and finally helped you. On your request, I will close the complaint as resolved.

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru