PalmSlots Online Casino - Player's withdrawal is delayed due to verification issues.

I’ve been trying to verify my account for the past two days after winning $3400, and I’m honestly getting very concerned.

I have submitted every document that was requested from me, but I still have no confirmation about whether my verification is fully completed or if there is anything else needed. I have also sent multiple emails, but I’m not getting any clear answer regarding the status of my account.

I received this message saying that my documents were reviewed and that you would contact me if additional items were needed. Since then, I have heard nothing, and no one can tell me if my account is verified or when I will be able to make my withdrawal.

At this point, I’m starting to worry that I may not be able to access my winnings, and I would really appreciate a clear update on the status of my verification as soon as possible.

Thank you.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear Best565,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC (Know Your Customer) verification 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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean