The player from Portugal is complaining about lengthy verification process. We rejected the complaint because the player didn't respond to our messages and questions.
I have been waiting a week to check the documents, when they said it would be just two days and the support team does nothing.
Dear Alexandra,
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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela