Pacific Spins Casino - Jogador enfrenta atraso na verificação KYC.

I actually love this casino but my issue is with the KYC, I've sent into the required documents which was the front and back of ID and a picture of myself with the ID. Well it's been 2 days and I haven't been able to get a hold of anyone and all support does is tell me to be patient. I've never had a KYC take longer than 24 hrs before that's the whole point of a KYC so we don't have to wait days for a verification. I could just really use the cash right now and I'm not getting any help.

Dear Brooke304, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time the casino communicated with you?

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, 

Veronika

Yes ma'am, I provided my state ID front and back a long with a selfie holding my ID. I haven't been able to talk to anyone in that department because support told me the 20th just that I needed to be patient and that was all they emailed me. I turned all my documents in on the 19th I believe and I haven't received an email stating they received it or anything until I emailed support like I said on the 20th of this month. I've never had a KYC take this long usually it's a 24 hr process at the most.

Thank you for your reply. Please forward me the documents you sent to the casino for verification along with all the communication between you and customer support that could be relevant to the investigation of your case at veronika.f@casino.guru.

Dear Brooke304,

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.