NV Casino - Pelaajan kotiutus viivästyy henkilöllisyystodistukseen liittyvän ongelman vuoksi.

I have done identification and they are not accepting my last document. Even though they told me it is correct

Εχω κανει ταυτοποιηση και δεν μου δέχονται το τελευταίο έγγραφο. Ενώ μου είπαν οτι ειναι σωστο

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Dear konstantinosak27,

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.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

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

Karla M.

Dear konstantinosak27,

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.