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On November 26, I sent the documents for verification, but they still cannot answer me, although the rules indicate 3-5 working days. I have uploaded all the required documents to the appropriate verification section. In the chat, they cannot answer the verification question, referring to the KYC conditions, which do not specify the verification conditions. I requested a payment of 100 euros, according to the conditions, also 3-5 working days, but nothing happens.

Dear PersiJordan,

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

Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that your KYC verification will be successful, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Dear PersiJordan,

Have you received your winnings? We are extending the timer by 10 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.