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They do not verify my account, they ask me to send photos of the cards that I used to deposit and I already did and they reject them, finally I got them to verify the cards but according to them they say that I still need to verify one but now with a bank statement, if it's not one, it's something else, it's unfair because it's as if they let me deposit, but withdraw, they put me in the way

No me verifican mi cuenta, me piden que mande fotos de las tarjetas que e utilizado para depositar y ya lo hice y me las rechazan, por fin logre que me verificaran las tarjetas pero segun ellos dicen que aun me falta verificar una pero ahora con un extracto bancario, si no es una es otra cosa es injusto porque como si dejan depositar pero retirar me ponen puras trabas

Dear Dagero924,

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.

Do I understand correctly that verifying your payment methods seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?

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,

Kristina

Everything was resolved anyway, thank you very much

Ya todo se resolvió igual te agradezco muchas gracias

Awesome news, Dagero924. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.