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

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

Amount: $500

Thunderbolt Casino
Safety Index:Below average
Submitted: 04 Jan 2023 | Case closed : 19 Jan 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

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

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1 year ago
Translation

I got 40 spins from there I won 40 dlls and I had to do 2700 something difficult almost impossible to withdraw a maximum of 500 us dlls and I achieved it now they have 2 weeks that they do not want to verify my account .. you say they have a lot of work it already has 2 weeks

Automatic translation:
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1 year ago

Dear diamanteairforce,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

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1 year ago

Dear diamanteairforce,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year 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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 


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