The player from the US is struggling to receive his winnings, even though he sent the documents for verification. We rejected the complaint because the player didn't respond to our messages and questions.
Dear Yohance,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, please could you confirm that this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification?
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,
Kristina