Limitless Casino - プレイヤーのアカウント認証により出金が遅れます。

I requested a payout on August 20th. On this same day I also sent in all required KYC documents. I have submitted these through the proper channel on the website as well as attaching them to an email correspondence with the support depth. I have sent multiple emails inquiring about when my account would be verified and all I get in return is a standardized email from a bot. They tell me the same thing each time. Verification can take several working days to complete then I will receive an email from the correct depth. Well it has now been 2 full weeks. That is significantly more than several days in my opinion. I'm trying to be patient but the lack of communication is irritating. I would just like to know that they indeed have gotten my photos or not.

Dear kristenchilders3,

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 take 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? Do I understand correctly that your winnings were accumulated from a free bonus entirely?

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

Yes my winnings are from a free bonus. I haven't been told if there is a problem or not. I completed everything that was needed on my end and now I have been waiting for a response for two weeks. Clearly this time frame is longer than the "several working days" that I was expecting. At some point will a real person give me more info abbot what's going on? I made it clear in my previous emails I sent to the support team that nothing had been resolved. I don't know what more I can do or who I can contact.

Thank you very much, kristenchilders3, for providing all the necessary information. I will now transfer your complaint to my colleague Endri (endri.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, kristenchilders3, 

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Limitless Casino's representative to join this conversation and participate in the resolution of this complaint. 

Dear Limitless Casino Team, 

Could you please state the reason why the player's account has not been verified yet? Could you also mention if there is any problematic document or if there is any issues regarding the no-deposit bonus? 

If the player has already sent the documents and the documents are OK, could you also state what is the estimated time frame for processing the payment?

Thank you in advance for providing the information. 

Hello Endri,

Hello kristenchilders3,

We trust that you are well.

Please note that the player's account has been reviewed and as we can see the verification procedure was completed on September 5th and the withdrawal was finalized on September 6th.

If there is any additional information required, please do let us know.

Kind Regards,

Limitless Casino Management

Hello Limitless Casino Team,

Thank you very much for the update. We will keep this complaint open until confirmation of the withdrawal from the player.

Dear kristenchilders3,

Could you please confirm here that you have received your winnings and that the payment was successful?

We will keep this complaint open until your confirmation regarding successful withdrawal or an update. 

We are looking forward to hearing your news. 

Dear kristenchilders3,

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.

However, the player can reopen this complaint at any time.