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The problem is that on June 22 I made the withdrawal request and still nothing, and the verification of the account is not impossible either because of image quality I have sent 20 requests and all of them have been rejected and I have scanned all the documents first I send an image but I have sent all the formats and even rejects scanned documents and rejects them for image quality how is it possible that is not here there is a trap so that the client can never withdraw that page should not be in the Play Store because it does not meet the requirements his phone never answers and less the support mail but when one deposits there is no problem.

El problema que el 22 de junio hize la solicitud de retiro y aun nada, y la verificación de la cuenta tampoco es imposible que no acepte por cálidad de imagen he enviado 20 solicitudes y todas rechazadas y he escaneado todos los documentos primero envío imagen pero he enviado todos los formatos y hasta rechaza documentos escaneados y los rechaza por calidad de imagen como es posible eso no acá hay una trampa para que el cliente nunca puede retirar no debería estar esa página en la Play Store porque no cumple los requisitos su teléfono nunca contesta y menos el correo de soporte pero cuando uno deposita no hay ningún problema.

Dear evelynandreagarrido, 

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. 

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Has the casino given you a specific reason why your documents keep being rejected?
• Have they explained to you what you can do to make the documents acceptable?

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, 

Veronika

Dear evelynandreagarrido,

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.