Dear MrPuffmuffin,
Thank you very much for submitting this 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.
Could you please provide the exact date when you started attempting to verify your account?
Have any of your documents been approved by the casino?
Do I understand correctly that there is a problem with the verification of your proofs of deposits? Could you please explain this problem in more detail?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Dear MrPuffmuffin,
Thank you very much for submitting this 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.
Could you please provide the exact date when you started attempting to verify your account?
Have any of your documents been approved by the casino?
Do I understand correctly that there is a problem with the verification of your proofs of deposits? Could you please explain this problem in more detail?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika