The player from Chile is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player didn't respond to our messages and questions.
Good afternoon, I played with the sports bonus, I comply with the rules and at the time of verification it does not let me verify, it always tells me and asks me for information with a bank statement with addresses and it is absurd, I feel cheated with the profit, but the truth is that I call not to enter anymore that it is a scam. I have realized with the verification
Dear Carlosking,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
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