Sol Casino - Player's struggling to pass the KYC.

I played for about a year constantly at the sol casino, withdrew not large amounts without problems, today I won 71 thousand UAH. I started withdrawing from the operator, I found out that I needed to go through verification and sent me the card number that needs to be verified, but the problem is that this is not a Card number, but a generating account (token) when replenishing via Apple Pay. To which I began to explain to them and attach screenshots from the wallet application where this number is visible. But this casino pretended not to understand what it is and constantly writes to me that I need to go through verification, but that's how I replenish one such through Apple Pay and they don't know that this is a jack number and not a Card. But the essence of what conclusion I was refused, maybe someone can suggest something ???? 71000 UAH

Dear Vladislav,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying your deposit method seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Vladislav,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.