Terra Casino - El jugador está esperando la verificación de la cuenta.

I've been waiting for the verification results for a month now. Support occasionally responds, saying that I need to wait longer, but there's no further information. They take several days to respond to messages. My account is currently not accessible. The verification service Sumsub on the website shows that all my documents and data have been confirmed.

Месяц жду результатов верификации. В поддержке периодически отвечают, что надо ждать еще, больше никакой информации. Отвечают на сообщения по несколько дней. Аккаунт мне недоступен. Сервис для прохождения верификаци sumsub на сайте показывает, что все документы и данные подтверждены.

Dear mih0,

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 casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Hi. The support service didn't tell me anything, they just tell me to wait. I registered the account around the end of January. I only bet on esports. I didn't use any bonuses, I only played with my own funds.

Thank you, mih0, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.