Casino Pixel checks the KYC through a third-party organization Sumsub. When I tried to pass verification, they rejected my documents and my profile remained unverified, because of this I cannot withdraw my funds. When contacting the casino support, they said that they could not help and said that you need to contact Sumsub directly.
This is not the first time I have encountered a problem when verifying Sumsub. Similar problems occurred on Fairspin and Tetherbet. Only in those 2 cases did the casino support help solve the problem, but here they completely shift responsibility from themselves to the third-party organization Sumsub.
Upd 23/01/2025. After two weeks i can explain my situation and finally verify my account it was very hard. So i think we can close this case.
I am really sorry for this late reply. Your post got lost somehow.
That is really great that at the end you were able to withdraw your money.
I hope that the intervention from our team in your complaint helped as well. What do you think?
May I just ask what was the reason you didn't pass the verification by Sumsub, though? Are you aware of it?
They didn't tell me the reason. But I think this is due to the fact that the Sumsub service is configured to check ID cards and driver’s licenses in plastic format, but it simply does not recognize passports from Russia and therefore rejects them.
In fact, I was simply able to explain my situation to Pixel support.
Alright, I understand. Well, at least everything is okay now.
Will you play there again, or better not?
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