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I have been waiting for account verification for more than 1 day since I have already sent all the documents, I want to play and I can't ... I always took my money without problem, now they blocked everything without account verification ...

Estou a mais de 1 dia a espera de verificação de conta visto já mandar os documentos todos, quero jogar e não consigo... Sempre retirei o meu dinheiro sem problema, agora bloquearam tudo sem resposta de verificação de conta...

Dear loirinho1990,

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 licensed casinos takes KYC lightly, and it might take few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise how many days ago precisely you have requested your withdrawal and started the verification process?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Dear loirinho1990,

We are extending the timer by 10 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 rejecting 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.