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They are not letting me verify myself. They are telling me that my account isnt verified but also that the verification is pending. The ‘continue’ button is grey and wont let me click to resubmit. I feel like they are withholding my winnings from me. I have successfully proved my proof of adress. I had also proved my identity but now it is saying its wrong.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please confirm whether you have submitted your correct date of birth in your casino profile?
• Does all the personal information in your account match the details stated in your identity documents?
• Have you tried clearing your cookies and cache, deleting your browsing history, or using a different browser or device to check whether the verification issue persists?
• Have you contacted customer support regarding the issues you are experiencing? If so, what instructions or suggestions did they provide?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Mandy12345,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru