Club Player Casino - Hráč se snaží dokončit ověření účtu.

I have sent in my verification information multiple times through email and received no response. It's been over a month since my first email. I tried too chat with a rep who was live and responsive, after stating my issue I waited 20 minutes before disconnecting the chat because they to stopped communicating

Dear egrant85,

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.

Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I sent a picture of me holding my license and a utility bill. I understand these things can take time but there site says 7 to 14 days and I didn't even get a confirmation of received email. I have gone through the verification process before at other online casinos so im sure the format of the document is fine.

Thank you

Erika

Thank you very much for your reply, egrant85. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear egrant85,

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, we’re forced to close 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.