Thunderbolt Casino - Player’s struggling to complete the account verification.

I have been waiting for the last 5 weeks for my documents to be verified.

Dear Johanna,

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

I see that the casino has informed you, that your personal details do not match the registration details. Could you please clarify what exactly was wrong and why?

Looking forward to hearing from you.

Best regards,

Kristina

Thank you Kristina, yes i am still waiting even for a response. Last night they said they are sending a mail to me aa we speak. But nothing came in. I am getting frustrated now for waiting. If we deposit its instant but for payouts en verification it take so long. I never had a problem with any other casino. This is first time now this happens.

I’m very sorry but you haven’t answered my previous question. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Thank you for your reply, however, I see that the casino mentioned that the date of birth and your address also do not match. Could you please clarify what the difference was and why?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

Hi kristina it looks like the problem have been resolved now. Thank you for all your help. Idont know why my date of birth was wrong

Awesome news, Johanna. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.