HomeComplaintsPrinceAli Casino - Player’s struggling to complete account verification.

PrinceAli Casino - Player’s struggling to complete account verification.

Amount: €750

PrinceAli Casino
Safety Index:Above average
Submitted: 04 Sep 2020 | Case closed : 20 Sep 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Portugal is complaining about lengthy verification process. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

I have been waiting a week to check the documents, when they said it would be just two days and the support team does nothing.

Automatic translation:
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4 years ago

Dear Alexandra,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

 

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4 years ago

Dear Alexandra,

Have you had your account verified? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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