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I've been struggling for over 3 weeks to get my withdrawals enabled. They've asked me for various documents to verify my identity: passport, bank statement, selfie with my ID in hand and with my profile page, and emails exchanged with the security department. But every time they say the selfie isn't good, that the image is smaller than 1 MB and that the data can't be read, which isn't true because everything can be read, and the photo weighs more than 2 MB. The situation is similar to that of the user "not3of," who hasn't responded for at least a week. However, given their terms and conditions, to perform a KYC verification, especially for such a small amount, they should ask for a selfie with just the ID and a piece of paper with the name of the casino and the time written on it. However, by using this unfair practice to avoid paying, I'm asking for help because their attitude is wrong and I just want to get my money back.

Sono più di 3 settimane che combatto per farmi abilitare i prelievi, mi hanno richiesto vari documenti per verificare la mia persona, passaporto, estratto conto, selfie con documento in mano e con pagina del profilo e delle e-mail scambiate con il reparto security, ma ogni volta dicono che il selfie non va bene, che l’immagine è più piccola di 1 mb e che non si leggono i dati cosa non vera perche si legge tutto, e la foto pesa più di 2 mb, la situazione è simile a quella dell utente "not3of" che è almeno una settimana che non rispondono, ma vedendo i loro termini e condizioni, loro per fare une verifica kyc sopratutto per importo così piccolo, dovrebbero chiedere un selfie solo con il documento e un pezzo di carta con su scritto il nome del casinò e l’orario, ma utilizzando questa pratica scorretta per evitare di pagare, vi chiedo aiuto perché il loro atteggiamento è sbagliato e voglio solo recuperare i miei soldi

Important notice:

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Dear Leonardoc,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take several working days to complete this thorough process.

• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? Please forward me the complete email threads. Please do not send screenshots, but the original, uncropped email messages instead.

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

Best regards,

Jean