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I can't withdraw because they want verification of a debit card with which I imported once. Otherwise I use EasyPay. I lost this card and they want me to verify it in order to withdraw

Не мога да тегля защото искат вертификация на дебитна карта с която внасях един път .а иначе ползвам изипей.тази карта я изгубих а те искат да я вертифицирам за да тегля

Dear Лъчезар,

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 casinos takes KYC lightly.

Do I understand it correctly that providing details of the lost card seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Could you please forward the cashier history and indicate which deposits have been made through your lost card? My email address is petronela.k@casino.guru.

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 Лъчезар,

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.