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Doesn’t want to do my verification and they come up with ridiculous excuses,just because they don’t want to pay a wining!

Dear Stanyslaf,

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 takes 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?

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

Hello i have sent ID of the person who made the deposit and the bank card that was made from but they want previous bank card which is thrown away 1 week ago as it was replaced with new one.They make ridiculous excuses becoming they are scammers and don’t want to repay winnings!I suggested the person who made the deposit to send a photo holding ID card that’s hell of a proof!

Do I understand correctly that you used a third-party payment method to deposit funds into your casino account?

Please understand that it is forbidden in the majority of casinos to use a payment method that doesn't belong to you.

In this specific casino you can find this rule here:

2.19 The Customer has no rights to allow betting account usage by the third parties.

2.20 The Bookmaker Company does not recommend two or several customers to register or place a bet from the same IP address (from one computer or from one local network) as these operations may be considered as an arranged game and as a transfer of the account's control to third party. It is necessary to agree the game with Bookmaker Company in such cases. Verification process is a personal meeting with Bookmaker Company representative or a connection with the Customer by other means (online connection, phone call etc.). For verification the Customer should demonstrate original identification paper (ID, passport), payment card (if it was used for deposit), may be another documents by Bookmaker Company's demand. The account can be blocked until the verification process is finished. If the Customer resigns verification, Bookmaker Company reserves the right to void all bets at the account return money from the account to the Customer.

Please understand that if you are not able to prove that you are a legitimate owner of the payment method, we won't be able to assist you.

Dear Stanyslaf,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.