Casino Extreme - Ověření hráče je zpožděno.

Received no deposit bonus, played the wager, then I played with real balance and won more than 500 cad, but the problem is that they don't let me withdraw, they pretend to verify something. I sent documents 5 business days ago and still nothing, they obviously didn't reply, in order for me to know verification time frame I had to text support multiple times and first they started to talk with riddles, saying as soon as possible, then I pressed them into being professional, take balls and say what is really happening, they basically say

3-5 business days, and I pointed out that it should be done by now they literally said 'sorry, nothing can added'. I have screenshots to back this up. I'm not letting this slide, I'm not letting myself being ignored and disrespected like that, people deserve to be aware of you "good service". It's good to talk about instant withdrawals when you are lying. They restricted my account and don't let me withdraw, it's not legal, I ask to remove them from your platform unless you are support scamers

Hello kostiammshn,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Good afternoon

They informed me that it's 3-5 business days, if it was 2 weeks, I'd probably submit this complaint later or not at all. I submitted my ID on 23rd of December, accounting didn't reply to me, no one has informed me about verification status, they requested only ID at that time, today they asked for a selfie with ID as well, it's the very first reply from a person since I initially submitted my document. I submitted all the documents casino requested

Hello kostiammshn,

It is not a given time period but a recommended one based on all the previous experience we had with such complaints. Can you please advise what is the status of the verification? Is it still pending?

Dear kostiammshn,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.