XCasino - Player’s having difficulties verifying her account.

verification of documents has already been going on for more than 3 days, although the casino says that it will check documents in 1 working day

Dear VALENTINA,

Thank you very much for submitting your complaint. I’m very 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.

If you've provided all the necessary documents and all the data is correct, there should be no reason for the casino to delay your verification. Because it may take some time to fully review all documents, I would recommend you waiting for a few more business days.

If there is no development within one week, we will intervene. In the meantime, please keep us updated and let us know if there is anything new.

Best regards,

Kristina

Dear VALENTINA,

Has there been any news? Has the casino already finished reviewing your documents? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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.