The player from Peru is displeased with the duration of the process which accompanies the account verification. We rejected the complaint because the player didn't respond to our messages and questions.
When I wanted to collect they told me that I could not and should send documents to verify my account and it took 24 hours and when I played and lost the 1200 suns it did not take two hours and they sent me a message saying that my account was already verified and I could continue playing a trick to keep depositing and only win them how many more will do that
Dear Julio,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and 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 and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Afterwards, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account.
Please let us know if this information was helpful. Looking forward to hearing from you.
Best regards,
Petronela