Ag Awards

Virtual City Casino - Verification takes ages

Complaint Info
Disputed casino Virtual City Casino
Reason Verification issues
Posted on June 30, 2014


I have problem with verification in this casino. They asked me to send my documents: passport, utility bill, screenshot Skrill. I sent it.Than they asked to send notary verified document and information about the notary. Ok. I did it. Than they didn't reply about week. After my question Riskmanagment said that they need to call the notary. I still wait it about 1 week, becourse they need to find russian speaker. Yesterday Riskmanagment wrote that they have managed the call and will call end of this week. I was shocked. They specifically tighten the verification process. It last more than two weeks, and I'm not sure it's something end.

Posted on June 27, 2014

Dear player

I will look into your complaint first thing Monday.

Posted on June 29, 2014

After looking into this, it seems that the player has reversed and played their entire balance before the risk management department was able to verify the notary.

Complaint was made the day after reversal.

No further action is required on the casino's side as there is no longer a pending withdrawal.

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