The player from Portugal is experiencing difficulties withdrawing their winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.
I have been waiting for account verification for more than 1 day since I have already sent all the documents, I want to play and I can't ... I always took my money without problem, now they blocked everything without account verification ...
Dear loirinho1990,
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. None of the licensed casinos takes KYC lightly, and it might take few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.
Could you please advise how many days ago precisely you have requested your withdrawal and started the verification process?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela