The player from Germany is trying to withdraw 400 Euros. However, the casino keeps requesting verification while simultaneously claiming it's not necessary. The player is troubled by this loop of constant problems.
They've cancelled my 400 Euros again and they're asking me to verify my details. But when I click on it, it states that verification isn't necessary. They continuously come up with new problems.
I kindly request your assistance.
Dear Misalkova1,
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.
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