Awbit Casino - No se puede verificar la cuenta del jugador.

When creating my account at the casino, I accidentally entered the wrong date of birth in my profile. I have tried to resolve this issue many times through the casino's live chat, but no one has ever responded to me. I have also tried sending a message to the casino's customer support email so that the staff could correct my date of birth. I included a scanned image of my passport as evidence. I cannot withdraw my money until my account is verified. My account cannot be verified because my date of birth is currently incorrect. I have been trying to contact the casino since 18th November 2024. No one has responded, and I have not been able to reach anyone during this time.

Luodessani tiliä kasinolle laitoin profiiliini vahingossa väärän syntymäajan. Yritin selvittää asiaa kasinon livechatissa monta kertaa, mutta kukaan ei ole ikinä vastannut minulle. Olen myös yrittänyt lähettää kasinon asiakastuki sähköpostiin viestiä, jotta työntekijät voisivat korjata syntymäaikani oikeaksi. Viestissä on ollut liitteenä kuva passistani todisteena. En saa nostettua rahojani ennen kuin tilini on vahvistettu. En saa vahvistettua tiliäni, koska syntymäaikani on väärin tällä hetkellä. Olen yrittänyt ottaa yhteyttä kasinoon 18.11.2024 alkaen. Kukaan ei ole vastannut mihinkään eikä kehenkään ole saanut yhteyttä tänä aikana.

Dear venlaisosaari,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Awbit Casino.

According to the casino's rules:

3.2. By opening a Player Account and/or by using the Website, the Player acknowledges, agrees, and confirms the following:

c) The Player has supplied correct and materially complete information when registering with the Website, will ensure that such information is kept updated throughout his/her use of the Website, and acknowledges that failure to do so willfully may lead to the Company forfeiting all the Player’s winnings.

Please understand that you must always enter correct and complete personal information when creating an account. Any online casino has the right to verify your identity at any point and it is impossible to pass the verification if you fail to provide correct personal information.

Please allow me to ask you a few questions so I have a complete picture of the situation:

• Could you explain whether you informed the casino about the discrepancy before depositing and playing?
• Could you please explain what is the date you entered when registering your account and what is the correct date of your birth? (the information will be kept private)

Thank you very much for your understanding.

Best regards,

Tomas

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear venlaisosaari,

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.