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I opened the account at the beginning of March 2026. The documents I was required to submit for verification were only requested after four weeks, and I provided all of them immediately.

Then I waited another six weeks for a response, only to be told that two documents were supposedly missing, even though they had already been submitted. One of those documents kept being rejected for no apparent reason.

I resubmitted the document six weeks ago, and since then I have been unable to get any information about when my account will finally be verified. All I keep hearing is an apology, but no one seems to be following up or speeding up the process.

Please help me resolve this issue. I am unable to withdraw my funds because all withdrawals are blocked until the verification is completed.

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Dear pampa123,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

• Which document is currently preventing your verification from being completed?
• Has the casino explained why this document was rejected or what exactly needs to be corrected?
• Have you received any recent communication from the casino regarding the status of your verification? If so, could you please share it with me?

Thank you in advance for your cooperation. I look forward to your reply.

Karla M.