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Hello.

The casino insists on sending me exactly the same email asking for a bank statement containing the 2 deposits I made in order to proceed with the validation of the account, however, and as I have told them many times, the 2 deposits I made were through PaySafeCard "coupons" that I bought in an authorized store and whose codes I entered into my PaySafeCard account online, something that they can perfectly well see.

Everything indicates that they are trying to wear me down so that I end up giving up on withdrawing the amount I have in my account.

Is there any help you can give me before I file a complaint with the Curaçao Gaming Authority?

Thank you.

Olá.

O casino insiste em enviar-me exactamente o mesmo email a pedir um extracto bancário que contenha os 2 depósitos que fiz para poder avançar com a validação da conta, no entanto, e como já lhes transmiti variadíssimas vezes, os 2 depósitos que fiz foram através de "cupões" PaySafeCard que adquiri numa loja autorizada e cujos códigos inseri na minha conta PaySafeCard online, algo que eles podem perfeitamente visualizar.

Tudo indica que estão a tentar vencer-me pelo cansaço para que eu acabe por desistir de efectuar o levantamento do montante que tenho na conta.

Alguma ajuda que possam prestar antes de avançar para uma queixa junto da Curaçao Gaming Authority?

Obrigado.

Dear Walken,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the PaySafeCard deposits seems to be the only issue?
• Have you provided any other documents to verify your account and have they all been approved?

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,

Kristina

Dear Walken,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.