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Good day,

I have a problem: I need to change my last name at the casino because I was adopted and now have a new surname. However, despite providing a certified copy of the adoption certificate, the casino won't change my last name, and therefore I can't withdraw any winnings. Support keeps telling me to come back in a few hours. I'm asking for help. I've already sent them all the necessary documents for verification several times.

Best regards

alessandro l.

Guten Tag,

ich habe das Problem, das ich meinen nachnnamen ändern muss in dem Casino da ich adoptiert wurde und nun einen neuen Nachnamen habe. Aber das Casino ändert trotz beglaubigter Urkunde der Adoption nicht meinen Nachnamen und somit kann ich nicht auszahlen. Der Support sagt mir immer wieder ich solle in ein paar Stunden wieder kommen. Ich bitte um Hilfe . Und ich habe ihnen jetzt mehrmals alle Unterlagen geschickt das ich verifiziert werde.

mit freundlichen Grüßen

alessandro l.

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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.

How long have you been playing at this casino?

Have you passed the full KYC verification at this casino before you legally changed your last name?

Do you have any official documents showing your previous last name and your new last name that you could send to the casino for verification?

Which documents have you sent to the casino for verification?

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

Best regards,

Veronika

Dear Purplepunch,

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.