Dear vergverg,
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.
Could you please confirm if you provided all your documents in the correct format? Please keep in mind that bank statements or proofs of address have to be in PDF format and all your personal information should be clearly visible there.
Have you received any explanation as to why some of your documents were rejected?
When was the last time you communicated with customer support regarding this problem?
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,
Veronika
Dear vergverg,
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.
Could you please confirm if you provided all your documents in the correct format? Please keep in mind that bank statements or proofs of address have to be in PDF format and all your personal information should be clearly visible there.
Have you received any explanation as to why some of your documents were rejected?
When was the last time you communicated with customer support regarding this problem?
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,
Veronika