The player from Italy has requested withdrawal but was not prompted to complete KYC verification. We rejected the complaint because the player didn't respond to our messages and questions.
I have requested the withdrawal on credit card, I would like to know when it takes time to arrive.
also I did not receive any email to send the documents.
by inserting the credit card as payment method, is the withdrawal request made on it?
Dear Michela,
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 I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. 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