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My account has been "under review" for three months now. 6k USD in the account. I have provided all documents that have been requested.

Unable to log in while the verification process is ongoing. The documents are still in queue somehow. Customer support tell me they are sorry for the delay, but nothing ever happens

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Dear OleCasino,

Thank you very much for submitting your complaint. I’m sorry to hear about the long verification delay and the difficulty accessing your account while your funds are still pending.

To better understand your situation and assist you, could you please clarify a few details?

• When exactly was your account placed "under review" (date)?
• Have you received any confirmation that the documents were accepted, or are they still listed as pending in the system?
• Did the casino request any additional documents after your initial submission, or have they simply not responded further?
• Have you ever made any successful withdrawals from this casino in the past?
• Could you please confirm which games you played before the account review started?

If you have screenshots of the verification status or communication with customer support, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear OleCasino,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru