Atefia Casino - Povlačenje igrača je odloženo zbog problema sa nalogom.

Hello,

I would like to ask for your help regarding a dispute with Atefia (https://atefia8.com).

I registered on the casino around the end of June. Unfortunately, while creating my account, I accidentally entered incorrect personal information, specifically my date of birth and residential address. It was an honest mistake during the registration process, and I informed customer support as soon as the issue became apparent during the verification process.

At the beginning of July, I requested a withdrawal. About a week later, it was rejected because the casino asked me to complete the identity verification (KYC), including proof of identity and proof of address.

I uploaded my genuine identity and address documents, but they have been automatically rejected every time because they do not match the incorrect information currently displayed on my account. This is exactly the issue I have been trying to resolve with the casino.

According to the casino's Terms and Conditions, if the personal information on an account is incorrect, the player must contact customer support to request a correction. I followed this procedure and immediately contacted customer support, explaining that I had accidentally entered incorrect information during registration. They told me that my account details would be updated within a few days. However, it has now been more than two weeks, and nothing has changed.

During this period, I contacted customer support several times to understand why the issue had still not been resolved. In every conversation, I explained the situation from the beginning and reminded them that the information on my account needed to be corrected before my documents could be verified. However, instead of taking action, I repeatedly received generic or repetitive responses, such as asking why I wanted to change my personal details or simply telling me to wait a few more days.

Since then, I have been stuck in a continuous back-and-forth with customer support. Every time I contact them, I receive the same generic responses, but no progress is ever made. Meanwhile, my documents continue to be automatically rejected because the incorrect profile information has never been corrected.

At this point, I cannot understand why such a simple correction has still not been made. The prolonged delays and the lack of any concrete action make me concerned that my withdrawal is being unnecessarily delayed.

I am not trying to conceal my identity or provide false information. On the contrary, I have submitted my genuine documents and I am willing to provide any additional documentation the casino may reasonably require. I simply want the incorrect information on my account to be corrected so that my identity can be verified properly and my withdrawal can be processed.

At this point, I feel that customer support is not making any real effort to resolve the issue, and I have no way to move the verification process forward on my own.

I can provide screenshots of my conversations with customer support, the relevant section of the casino's Terms and Conditions regarding the correction of personal information, and any other information that may be helpful.

Thank you very much for your assistance.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please describe the extent to which your personal information differs from the personal information on your documents?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas