Simba Games Casino - Player wishes to change their registered email address.

Hi I have a pending verification for the last 3 days and I know they can take time. My concern is iv emailed about 7 times and left messages in chat to change my email address. Iv had no reply is this casino still operating it seems strange you wouldn't even get an email acknowledgement. If they email my old email for extra documents I won't recieve the emails

Dear lindaoconnell12345,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your registered email address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

It's not verifying my email address.its to update it as I don't have access to my old email address and I don't know if they are looking for more documents as they won't answer me on all channels

Hi There,

I have checked and I am unable to find any emails from you, however, I do see you have joined us on the chat a few times and have been advised that in order to change the email address on the account, we will need an email from your new email address, stating your username, old email address, the email address you wish to change it to and also a picture of your ID, held next to your face (Selfie) to verify your identity for security reasons.

support@simbagames.com

Once we have this, we can change the email address on the account for you. Please note that we also need copies of the cards you have used to deposit uploaded to the account to verify the account so you can request a withdrawal (you may hide the middle 8 digits and CVV for security purposes, but all other info must be showing).

I hope this helps and we look forward to hearing from you soon.

I have sent two emails with the selfie in the last couple days . I will resend again can you respond this time

I have also uploaded my bank statement showing the transactions.

They eventually updated my email address. I'm going to leave this complaint open until .y account is verified and my funds are received

Thank you, lindaoconnell12345, for the update. Please keep me informed about any further developments.

Everything is OK you can close the complaint thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, lindaoconnell12345, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru