The player from Japan is facing issues with the KYC verification for their proof of residence, which is consistently not being approved despite multiple explanations.
KYC verification for my proof of residence is not being approved.
No matter how many times I explain, they don't understand.
Dear hirokann0525,
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 take KYC lightly and it might take a few working days to complete this thorough process.
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
It was approved but the balance was forfeited
Hello,
There is a clear violation of the bonus terms in article 1.16. Using bonus funds solely for progressing through the bonus stages of a game is prohibited.
Unfortunately, we regret to inform you that the decision is final.
nice to meet you,