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Hello, Sunday night I won thanks to a €500 bonus. I checked and they canceled it three times, saying that my documents are not reliable, my name is Caterina m*** and I'm Italian, I want my money! I sent my active documents

Salve domenica notte ho vinto grazie a un Bonus 500€ ho fatto la verifica e me l'hanno annullata tre volte ,dicendo che i miei documenti non sono affidabili, io mi chiamo Caterina m*** e sono italiana voglio i miei soldi! Ho mandato i miei documenti attivi

Dear caterinamagnante95,

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 take 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 you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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

Dear caterinamagnante95,

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.