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Gentlemen, since 11-16-2024 I was asked for documents for additional verification, I immediately sent it to the email [email protected] the documents they requested from me.

To date they have not given me a solution, it does not allow me to withdraw my money

I sent several emails, the only thing they respond is that I have to wait, how much longer am I going to wait?

email adrianw*******@gmail.com

id: 388955***

Señores desde el dia 16-11-2024 me pidieron documentos para la verificación adicional, inmediatamente envié al correo [email protected] los documentos que me solicitaron.

hasta la fecha no me dan solución, no me permite retirar mi dinero

envié varios correos, lo unico que me responden es que tengo que esperar, cuanto tiempo mas voy a esperar?

correo adrianw*******@gmail.com

id: 388955***

Dear adrianwilly196, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been successfully verified?

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, 

Veronika

Dear Veronica, I sent the documents I sent on November 16, 2024.

They are reverse and reverse DNI, selfie photo showing the DNI and paper, bank statement, bank statement, I sent them all in the required format

After that they replied that all the other documents had been verified and I had to send again only the selfie photo with the paper and account statement for the month of November 2024 and I sent it on November 18, 2024. So far I have no response.

Estimada Verónica, envié el día 16 de noviembre de 2024, los documentos que envié

Son DNI reverso y adverso, foto selfie mostrando el DNI y papel, estado de cuenta, constancia bancaria todo los envié en el formato requerido

Luego de eso me respondieron que todo los demás documentos han Sido verificado y debía enviar nuevamente solo la foto selfie con el papel y estado de cuenta de mes de noviembre 2024 y lo envíe el día 18 de noviembre 2024 hasta el momento no tengo respuesta .

Thank you for your reply. Please forward me all the emails you exchanged with customer support regarding your verification at [email protected]. Kindly include the photograph that keeps getting rejected as well. Thank you for your patience and cooperation.

Dear adrianwilly196,

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.