Gunsbet Casino - Ověření hráče je zpožděno.

Gunsbet casino are stalling the verification of my account, despite the fact i have met all of their listed and proposed requirements. I have now asked to speak to someone with greater authority and also informed them i will be contacting moderators. I have never had any trouble at Dama n.v casinos and i am fairly disappointed with Gunsbet.

Please if someone could help me resolve this that would be awesome.

Hello naughtyned37,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gunsbet Casino. 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

Hey Nick,

thanks for the quick reply!! I first submitted verification documents on the 15th of March. Within 24 hours both my identification, which was my drivers license, and my utility bill or proof of address had been approved. However, the document that I submitted as a confirmation of deposit was rejected. The support team requested that I submit both a receipt from Neosurf(Dundle) as well as a bank statement that clearly states my name, the transaction date and the amount. All of which were submitted on Friday (17/03).

Gunsbet support responded to my submission on Saturday the 18th saying that my verification documents have now been passed on to their appropriate department. I emailed them today (20/03) asking if I am able to directly contact this new "department" to ensure they are in fact verifying my account and I have not heard back from them.

I am aware that verification can take up to 14 days and understand that I must be patient. Yet, there seems to be a lot of hesitation from the support team along with mixed messages regarding the verification requirements. There has been very little clarity regarding any sort of a timeline.

If the most appropriate thing to do is wait out the 14 days I will happily do so. Although, I have very little confidence that gunsbet will accept my documents and hence the process will start all over again.

Hello naughtyned37,

Based on your description I would not say that the casino is delaying anything as they seem to be fast with the responses.

I can really only recommend to wait at least until next week. Please let us know in case of any updates so we can act accordingly.

Dear naughtyned37,

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.