Mega Casino - Player is struggling to complete the account verification.

Eu já tentei de todas as maneiras verificar minha conta no Mega Casino, mais só dá erro, e minha indentidade aparece que foi duplicada Todas as vezes

Dear lenda1kj,

Thank you very much for submitting your complaint and forwarding the relevant communication:

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.

Do I understand correctly that verifying your personal ID seems to be the only obstacle standing between you and your winnings? Could you please advise why your first ID wasn't accepted?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Bom, eu não sei por que a minha primeira identidade foi recusada,eu mandei a foto do mesmo jeito que o Casino pede pra mandar, eu quero sacar meu dinheiro, o Casino é ótimo, porém Essa parte de verificação e um tremendo estresse

Não entendo por que não dá certo minha verificação de conta no mega Casino, já tentei de tudo, quando mandei minha identidade, mandei do jeito que eles pediram

Thank you very much, lenda1kj, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hi lenda1kj,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Mega Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the issues with the documents the player provided?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Hi again lenda1kj, I have just been contacted by the representative of the casino and they've informed me that it seems you have uploaded your proof of ID a few times, but you haven't uploaded your proof of address, so the casino misses this document. The support of the casino will contact you by email as well to explain what exactly has been missing.

Would you please check if you haven't sent your proof of address yet?

Regards,

Natalia

Dear lenda1kj,

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.

Regards,

Natalia