The player from the US is experiencing difficulties withdrawing her winnings due to ongoing verification. We closed the complaint because the player didn't reply to our messages and questions.
Will not allow me to change payment method to cash out or to verify my identity I sent my id and a picture of myself no one will help me it’s been 3 days now
Dear candacelabit73,
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.
Do I understand correctly the verification of your ID is the last step for you to complete the verification process?
Which payment method do you wish to use and what reply did you receive from the casino regarding this request?
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,
Tomas