Sherbet Casino - The player struggles to verify his account.

I got to know the casino through an advertising campaign. They offered 75 free spins and a 100% deposit bonus on sign up. I decided to register and see what the project is like. I used free spins and met the bonus turnover requirements. The maximum withdrawal from this bonus was $50, but I had to make a deposit of $20 in order to withdraw money, in the future I made a turn and withdrew $20. After making a deposit, I was asked to go through KYC verification, after which the fun began. I uploaded my documents on March 25, but they were not checked in any way. Support answered the standard ''Sorry we have problems''. On March 30th, they in support gave me a link to a third-party KYC service (SUMSUB), which I successfully passed. However, support told me to wait 24 hours and so for several days. The life of this bonus was a week, but support said that they would return the bonus to my balance after verification. On April 2, when I logged into my account, I saw that KYC levels 1 and 2 were passed, but in the chat they said, expect one of these days, we must connect this service to the site and we will definitely return everything. A week later, they connected a third-party service to their site, but I could not go through KYC again, because I had already uploaded my documents through their link and it says to me that my documents have already been uploaded on another account. I periodically contacted support, but they gave me standard answers and said that they would solve the problem within 24 hours. More than a month passed and finally support responded: Our system shows that the documents have already been submitted on another account, with a different email address, Please use the original account))) LOL.... I'm sure I only registered one account and have screenshots for proof. There is also a screen recording where I go through their link that was given in support, and shows that the verification is passed. But when going to your personal account on this service, it was already indicated that contact support, your documents have already been uploaded. So it would be possible to forget about this project, but for some reason I wanted to achieve justice. Well, or a normal response from casino representatives.

Hello Garah_Denis,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sherbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Is anybody else from your household plays in the casino? Is your account currently still active or it is closed? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello registration on this project was March 25th. On the same day, the welcome bonus of 75 spins was wagered. After which $50 from this bonus was never received. Also on that day, a deposit was made. No one from my environment plays on this project. My account was active yesterday, I can't log in today. The last time I spoke to the casino was a week ago. The questions were about verification. I uploaded a screen recording to them as proof that KYC was passed through the link they gave me in the chat. After that, they answered me that wait, soon we will send an email to everyone who has a claim. I have downloaded all dialogs with support. It also has all the screenshots. I will provide some screenshots

After more than a month, they finally verified the account. Now it remains to return the $50 that was received from the welcome bonus and the wagering requirement has been met. Which required KYC and they promised to return when it was completed.

Hello Garah_Denis,

As your account just got verified, I would definitely wait a little more for the money. Can you please advise if it is a pending withdrawal or you need to wait them to credit the balance on your casino account?

Hello. Yes, I am waiting for a refund to the account of $50 that was received from the welcome bonus and the wagering requirement was successfully completed.

Thanks for the help. $50 credited to the balance. And successfully withdrawn after wagering 0.5x. The claim to the casino is removed.

Thank you Garah_Denis for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick