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Good morning, during a withdrawal, I was asked to further verify my account (KYC had already been performed). When I provided all my documents, including my residence permit, they refused to respond, and the withdrawals remain suspended. I request that the withdrawal of my legitimately wagered funds be guaranteed.

Buongiorno durante un prelievo mi e’stata richiesta un ulteriore verifica del conto( kyc gia effettuato) e nel fornire tutti i miei documenti compreso il permesso di soggiorno non mi rispondono e i prelievi rimangono sospesi. chiedo che mi venga garantito il prelievo dei miei soldi giocati in maniera legittima.

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Dear Adam_Maulana,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the secondary KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.