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Casino does not open the withdrawal page, all the time asking for documents, I have already sent the documents, they have already been approved, even so they are still asking for documents, no one responds in the chat, much less by email

Casino não abre a página de saque, o tempo todo pedindo documento, já mandei os documentos , já foram aprovados , mesmo assim ainda estão pedindo documentos, ninguém responde no chat e muito menos por e-mail

Dear sidicleiaraujo70,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which documents you have already provided and when exactly you sent the last one? Is the casino asking for new documents or the same ones you've already provided before? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, all the documents are correct, identity card, proof of residence, card, and proof of bank account, the last one they asked me was the back of the identification card but every time they answer the email saying that it was not possible to check but never specify why it was not possible..

Olá, todos os documentos estão corretos , carteira de identidade , comprovante de residência, cartão, e comprovante de conta bancária, o ultimo que me pediram foi a parte traseira da carteira de identificação porém todas as vezes respondem o e-mail dizendo que não foi possível verificar mas nunca especificam o por que nao foi possível..

Hi There,

I checked this and see we were missing the back of your ID and this is why we were unable to verify the account.

This has now also been verified the day after you raised this complaint and you have requested a withdrawal. Please note your first request was canceled as you entered the incorrect bank details when you made the request.

I see that you have now requested a new withdrawal and once this is processed, you will get a confirmation email to let you know it is on its way to you.

Thanks for understanding.

Hello everyone,

Thank you both very much for your replies.

sidicleiaraujo70, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear sidicleiaraujo70,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.