Cashwin Casino - Pelaajan kotiuttaminen viivästyy asiakirjapyyntöjen vuoksi.

I have deposited a lot in this casino, but now that I have won, they are asking for a ton of documents—bank statements, photos of cards, ID cards. I don't know what else to send.

Ho depositato molto in questo casinò solo che al momento che ho vinto mi stanno chiedendo un casino di documenti estratto conti,foto di carte,carta d’identità io non più cosa mandare

Dear localzogabriele84,

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 confirm that you provided all the required documents? When exactly did you send the last document? 
• 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

They asked me for all the documents I have, but every time they ask me for a new one.

Mi hanno chiesto tutto i documenti che ho solo che ogni volta mi chiedono uno nuovo

Thank you for your reply, localzogabriele84. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear localzogabriele84,

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.