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For days now, I've been asked to complete a verification process, which is initially accepted, only to be asked again minutes later. Each time, they request selfies and constantly throw around new requirements, all of which I fulfill, yet they keep accepting and then immediately rejecting them. I believe this is a deliberate scam designed to pressure customers into giving up on their money. No, I want my money paid out and I want the verification process finally completed, which is necessary to receive a payout. I won't tolerate this fraudulent tactic. Regardless of the cost, I'll pay my lawyer, even if it costs more than the payout amount. It's a matter of principle. Thank you.

Seit Tagen werde ich aufgefordert eine Verifizierung durchzuführen, die auch erstmal akzeptiert wird und Minuten später, wird erneut danach gebeten. Jedesmal werden Selfies verlangt und ständig neue Anforderungen und alle werden erfüllt, aber trotzdem immer wieder wird akzeptiert und dann gleich wieder abgelehnt. Ich glaube das hier einfach eine Masche an Tag gelegt wird um den Kunden soweit zu bringen, dass er auf sein Geld verzichtet. Nein ich möchte mein Geld ausgezahlt haben und endlich die verifizierung durchgesetzt bekommen, die die wird benötigt um eine Auszahlung zu erhalten. Diese Betrugstaktik lasse ich nicht durchgehen. Ich denke egal was das kosten wird, ich werde meinen Anwalt bezahlen und wenn es mehr kostet als der Auszahlungsbetrag, hier geht es ums Prinzip. Danke

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Hello,

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? 

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, 

Attila