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It says I submitted a picture of my driver's license too many times I'm trying to get the casino to confirm my identity I have a physical driver's license

Dear msarchetype528,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you communicated with the casino customer support regarding the problem with your verification? What was their suggestion?

Could you please specify how many times you tried submitting the photo of your driver's license to the casino system? Has it been rejected every time?

Have you sent any other documents to the casino for verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Dear msarchetype528,

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.

According to the Terms and Conditions:

An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed.

The casino deducted $1014.59 from your account which was not eligible for withdrawal. Are you aware of the fact that this amount of money was confiscated?

Do you have any pending withdrawal requests in your account?

I'm not really sure , so I had played a tournament and came in first and won 30$, the I used that 30$ to buy into a tournament that cost 30$, then came in second place and won that 1000$ , , I'm not sure why it would tell me withdrawal amount 1000 if I wasn't able to withdraw it . I even bought 10$ in Litecoin and deposited into my account

Did you have to make a deposit to play the first tournament, or was it a free tournament?

Is the balance in your account divided into real money balance and bonus balance?

The first tournament was free.

And the balance was real balance didnt say anything with bonus balance

When you won $30 from the first tournament, was this amount transferred to your bonus money balance or real money balance? According to the Terms and Conditions:

10. Unless otherwise specified, cash winnings from any tournament are subject to a 1x playthrough (Slots and Keno Only) and 1x max cashout requirement.

Moreover, regarding the participation in the tournaments, the casino states the following:

4. The tournament buy-in will be deducted from your real money account balance. Bonuses or winnings from a previous tournament cannot be used for buy-ins to slot tournaments. Tournament winnings generated from an entry, a re-buy or an add-on paid for with a No Deposit Bonus or coming from a previous tournament will be voided.

11. Points accrued during slot tournament gameplay contribute to the points table of the slot tournament only, and do not represent real money wins outside of the tournament, even if a jackpot or special feature is won.

12. The Player may not play in consecutive Free Roll tournaments. Should a Player play in one Free Roll tournament, the Player must make a real money deposit into his account to be eligible to play in a second Free Roll tournament.

Dear msarchetype528,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.