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Account verification pending from 22/02/2021! Support does not respond to my requests and lies about that fact ...

Verifica account pendente dal 22/02/2021! Assistenza non risponde alle mie richieste e mente su tale fatto...

Dear Nemokid,

Thank you very much for submitting your complaint and forwarding all the relevant communication and the screenshot. 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.

Have you been advised what specifically seems to be a problem in verifying your account? According to the forwarded live chat transcript, only your address has been verified. The other documents haven’t been accepted for the verification even if it says "pending" next to them inside your casino account.

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

They requested an additional selfie of me with ID. Now everything seems to be fine after producing 6 files in documents!

Hanno richiesto un ulteriore mio selfie con ID. Adesso sembra essere tutto a posto dopo aver prodotto ben 6 file in documenti!

I'm glad to hear that there has been a development. Please keep me informed.

As far as I can see, the account has been fully verified after only 5 months! Not a bad start here !!

Regards.

Il conto a quanto vedo risulta essere stato totalmente verificato dopo solo 5 mesi! Niente male come inizio qui!!

Saluti.

I absolutely agree that it is an excessive period of time to carry out verification. However, it shouldn’t take much longer now when your account is fully verified to receive any withdrawals. Could you please advise if there is any pending withdrawal at the moment or verifying your account has been the only concern for the time being? Looking forward to hearing from you.

Petronela,

the account is verified but I do not think to make any first deposit here given the regression!

Greetings!

Petronela,

il conto risulta verificato ma non penso proprio di fare alcun primo deposito qui visto il regresso!

Saluti!

I fully understand. If there are no funds being deposited and held, do I have your permission to close this complaint as unjustified since you won't be using their services? Thank you in advance.

To close my claim as unjustified and as to give the casino reason for its actions, and it does not seem to me that this casino has acted correctly Petronela. Verifying an account at the customer's reminder and not doing it for an absurd period of time doesn't seem regular to me, does it?

Regards.

Chiudere il mio reclamo come ingiustificato e come dare ragione al casinó del suo operato, e non mi sembra che questo casinó abbia agito correttamente Petronela. Verificare un conto dietro sollecito del cliente e non farlo per un periodo di tempo assurdo non mi sembra regolare, non ti pare ?

Saluti.

As I mentioned earlier, it is not ideal, I fully agree. However, please understand that the issue has been resolved even if it took an unusually long time. The only reason I'm choosing the "unjustified" classification is that you won't be using their services anymore.

Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.