The player from Finland is facing a delay in withdrawal approval because of an unverified Skrill account. Despite submitting the required documents and a video selfie, the verification process is prolonged.
31bet Casino - Player’s withdrawal delayed due to account verification.
Amount: €7,060
31bet Casino
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7.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
Translation
My withdrawal was not approved because I haven't been able to verify my Skrill account.
I have submitted the required pdf document of the Skrill transfer, but I haven't received approval. I had already done a video selfie before and it just keeps taking longer and longer for verification.
Automatic translation:
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9 months ago
Dear kalaman89,
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 take 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 provided all the other personal documents to verify your identity?
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
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9 months ago
Dear kalaman89,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
