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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.

Die haben meine 400 Euro schon wieder storniert die schreiben ich soll mich verziefern haber wenn ich da drauf drücke zeigt es an keine vertiziefirung nicht notwendig die lassen sich immer wieder was neues einfallen

Bitte um eure Mithilfe

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Dear Misalkova1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.