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My withdrawal was blocked pending verification. I submitted all the required documents, after which I was informed that I needed to complete a video verification. I asked them what language the verification would be conducted in, since I don’t speak English. I can only speak Indonesian.

They replied: "The call will be held in English in accordance with the terms and conditions."

I asked to use an interpreter, but they refused. I don’t know how to complete the video verification without knowing their language. 

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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.

• When exactly did you register at the casino?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website and registering your account?
• Have you provided all your personal information correctly, including your address and country of residence?
• What types of games did you play to accumulate your winnings?

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

Best regards

Veronika