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The account is verified, now I have won something and the casino does not recognize the certified proof of residence and is demanding more and more in order not to pay out the money.

Das Konto ist verifiziert,nun habe ich etwas gewonnen und das Casino erkennt die beglaubigte Wohnsitzbestätigung nicht an und fordert immer mehr um das Geld nicht auszubezahlen.

Dear Keks2024,

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.

Have you made any successful withdrawals from this casino before?

Could you please confirm that you still reside in Switzerland? Do you have any official documentation issued within the last 3 months that would be sufficient as your proof of address?

Have all your other identity documents been successfully approved and verified?

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 Keks2024,

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.