Dear valeriachamorro15,
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.
Also, when submitting photographs for verification, it's important to keep in mind the following:
- The photo should be clear and of high quality.
- The document's information should be clearly visible.
- Your face should be fully visible and not covered by the document.
Could you please forward me the photographs you sent to the casino that were declined during KYC? My email address is veronika.f@casino.guru.
Have all your other identity documents been approved and verified?
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,
Veronika
Dear valeriachamorro15,
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.
Also, when submitting photographs for verification, it's important to keep in mind the following:
- The photo should be clear and of high quality.
- The document's information should be clearly visible.
- Your face should be fully visible and not covered by the document.
Could you please forward me the photographs you sent to the casino that were declined during KYC? My email address is veronika.f@casino.guru.
Have all your other identity documents been approved and verified?
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,
Veronika
Edited by a Casino Guru admin