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i played with movie money snd then made the wage requirements i then kept playing then when I went to with drawl and get verification they have asked for everything other than my mothers maiden name

they want front and back of tax documents they want drivers bills snd bank statements I made the one withdrawl on 3/26 I provided a statement that goes up to the 27th but I still had money in so I made a withdrawl again 2 days later now they want a statement from bank for 27to April 15 but that doesn’t come til may when I get the Montoya statement

I said I can’t go into the future to print a monthly statement for a month that am hasn't happened yet. But regardless of the first statement covers the firat withdraw then why is it taking 3 weeks

and u have all information

Dear Michelle,

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

Do I understand correctly that a missing bank statement seems to be the only obstacle standing between you and your winnings? Do I understand correctly that you have received a payment from this casino previously? Have you changed your depositing payment method recently?

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

Best regards,

Petronela

Dear Michelle,

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 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.