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Delays in the Verification Process

Account Number - 88754179

I registered with this betting company around October 27th and used their services for about a week, making multiple deposits. After I started winning and decided to withdraw my money, they told me I needed to undergo verification. I don't have a problem with undergoing verification; I sent them clear photographs with all the necessary information visible. However, they weren't satisfied and kept asking for them to be retaken, over and over. Eventually, all the photographs I sent were accepted, but then I was informed that the document check could take up to 30 working days. About 23 days later, I received an email stating that I needed to complete video verification, which could only be done Monday to Friday, between 10:00 AM and 3:30 PM. They gave me a 7-day window to complete this procedure, after which they would block my account. I was not okay with this timeframe, so I contacted support to negotiate a compromise. We agreed on a time on December 16, 2024, at 4:30 PM Moscow time, and they said final instructions would come via email. Yesterday, December 16, 2024, was the agreed time for the video verification, but as you might expect, I received no email, and there was absolutely no support from the staff. They just responded with excuses, saying they would hurry their colleagues. In 3 days, the deadline for completing the video verification will expire, after which they will simply block my account and not return my money.

Затягивают процесс верификации

Номер аккаунта - 88754179

Зарегистрировался примерно 27.10 числа в этой бк, я пользовался их услугами примерно около недели, при этом внося повторные депозиты, после того как я начал выигрывать и решил вывести оттуда деньги, мне сказали что нужно пройти верификацию. Мне не сложно ее пройти, без проблем вообще, я отправлял им четкие фотографии на которых была видна вся информация, но их они не устраивали и они просили их переделать снова и снова, в конечном итоге все фотографии которые я им отправлял были приняты, далее мне говорят что необходимо ожидать проверку документов до 30 рабочих дней, примерно через 23 дня мне приходит письмо в которых сказано что необходимо пройти видеоверификацию, время в которое они могут провести эту процедуру с пн по пт, временные промежутки с 10:00 - 15:30, при этом они дают 7 дней на прохождение этой процедуры, после этого блокируют аккаунт. Меня не устраивал этот временной промежуток, я обратился в службу поддержку чтобы как-то договорится и прийти к компромиссу, мы согласовали с ними время на 16.12.2024 16:30 по МСК, после чего они говорят что конечные инструкции придут на почту, вчера 16.12.2024 было время на которое мы договаривались на прохождение видеоверификации, никакого письма как вы понимаете мне на почту не пришло, абсолютно никакой поддержки от сотрудников бк, отвечают отписками что поторопят коллег. Через 3 дня истечет срок их ограничения на прохождение видеоверификации, после чего они просто заблокируют мой аккаунт и не вернут деньги.

Dear drainedgod,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly. It's common for accounts to be blocked until verification is complete.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you attempted to schedule the verification for yesterday 16/12/2024 16:30 local time but you were not successful?
• How did the casino inform you regarding the current upcoming verification time and date?
• Were you able to contact the casino regarding your verification call already today? With what result?
• Was your account already blocked?

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear drainedgod,

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.