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I made a very large profit at the casino in question, but in the meantime the verification process has started and despite having sent all the documents requested, the casino is still stalling and not answering my questions about what is missing for them to approve the account.

Obtive um ganho muito grande no casino em causa, entretanto desencadeou o processo de verificação e apesar de ter enviado todos os documentos solicitados o casino continua a enrolar e a não responder às minhas perguntas sobre o que falta para aprovarem a conta.

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Dear Rafa1988,

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 us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

I have already sent my ID card, bank statement and 2 proofs of address (from the Portuguese government and the internet bill).

the casino doesn't reply to emails and support only sends verification to the area indicated on the website which has no indication of whether or not it has been received or approved.

Já enviei Cartão de cidadão extrato bancário e 2 comprovativos de morada(do governo de portugal e a fatura de internet).

o casino não responde aos emails e o apoio remete a verificação apenas para a zona indicada no site que não tem qualquer indicação se foi ou não recebido ou aprovado