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After playing and winning

and taken out, they have requested ID, proof of address, etc. But they hang on to the verification of my account, them

want a transaction receipt from my account to theirs. But my name and the whole kit with bank account numbers and more.

I send in a complete bank statement with everything - but still they want a receipt for the transaction again, I don't understand what the error is. My name is there and on the transaction it is clearly stated who the account belongs to and all the bank numbers as well as my name - after having been quick with the verification so far, it has now taken significantly longer to even get something to happen.. of course I have also 2 withdrawals in progress of 640 EUR which will NOT be processed until the trx receipt comes in.. I'm going crazy about this soon!!

Efter att spelat och vunnit

och tagit ut så har dom begärt in id, proof of adress osv. Men dom hakar upp sig på verifieringen av mitt konto, dom

vill ha ett transaktionskvitto från mitt konto till deras. Men mitt namn och hela kitet med bankkontonummer med mera.

jag skickar in ett helt bankstatement med allt - men ändå vill dom på nytt ha ett kvitto på transaktionen, jag fattar ingenting av vad felet är. Mitt namn står och på transaktionen står det klart och tydligt vem kontot tillhör och alla bank nummer samt mitt namn- efter att ha varit snabba med verifieringen hittills så har det nu tagit betydligt längre tid att ens få nånting att hända.. så klart har jag även 2 uttag på gång på 640 EUR som INTE kommer processas förrän trx kvittot kommer in.. jag blir snart galen på detta!!

Dear zvkc62m9fq,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello! Yes, I have submitted everything even the ones that were wrong where my account number and my full name are visible. I have submitted proof of address my passport everything they requested. They have worked to make withdrawals before. But after barely a month, everything would be verified. The first withdrawal, I asked if they wanted KYC entered immediately instead of it coming later, but there was nothing that was requested. My problem is not that I can't show who I am and that I own the bank account without them asking for a trx receipt asking for the latest deposit to them and that I accidentally sent a BS, it says that the transaction is to twin and my name and account number stands on the cheese that I exported from my bank to them. But quite honestly I don't understand the difference between the two. I just think it's good that they take this seriously, but that they should be such a hassle and now that it's been over 3 days without an answer when they were denied within 12 hours I also think it's strange. Can I send you what I sent them? So maybe you can see what I'm doing wrong? Thank you 🙏

Hej! Ja jag har skickat in allt även de som var fel där mitt kontonummer och hela mitt namn syns. Jag har skickat in bevis på adress mitt pass allt som dom begärt. De har funkat att göra uttag innan. Men efter knappt en månad så skulle allt verifieras. Första uttaget frågade jag om dom ville ha in KYC direkt istället för att det skulle komma sen, men det var inget som efterfrågades. Mitt problem är inte att jag inte kan visa vem jag är och att jag äger bankkontot utan att dom begär ett trx kvitto be på senast insättningen till dom och att jag råkat skicka ett BS, det står att transaktionen är till twin och mitt namn samt kontonummer står på osten som jag exporterat ifrån min bank till dom. Men helt ärligt förstår inte jag skillnaden mellan dess två. Tycker bara det är bra att dom tar detta på allvar men att de ska vara sånt krångel och nu när det gått över 3 dygn utan svar när dom förra nekats inom 12 timmar tycker jag också är konstigt. Kan jag skicka till dej vad jag skickat till dom ? Så kanske du kan se vad jag gör för fel? Tack 🙏

Just want to say that it has been resolved with twin. Got a confirmation about an hour after I replied back here! Thanks anyway for the commitment 🙏

Vill bara säga att det har löst sig med twin. Fick en bekräftelse nån timma efter att jag svarat tillbaka här! Tack ändå för engagemanget🙏

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, zvkc62m9fq, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru