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Hello, I have been trying to verify my account for months in order to proceed with the withdrawal of my balance. To date, despite having collaborated by providing everything that was requested of me before, I was told to wait since the documents had been accepted and had gone to the department dedicated to verifications and, despite my repeated requests in which this version was confirmed, today I was told that they have nothing to verify. I cannot get in touch with them except via live chat but this is not helping me in any way. I was asked for a photo of the card (I sent a screenshot since it is virtual), bank statement, identity card, selfie and I also sent a document certifying my account but to date nothing. Please help me resolve the situation

Salve, sono mesi che sto provando a verificare il mio conto per poter procedere al prelievo del mio saldo. Ad oggi nonostante abbia collaborato fornendo tutto ciò che mi è stato richiesto prima mi è stato detto di attendere dato che i documenti erano stati accettati ed erano andati al reparto dedicato alle verifiche e, nonostante i miei ripetuti solleciti in cui questa versione mi veniva confermata, oggi mi è stato detto che non gli risulta nulla da dover verificare. Io non riesco a mettermi in contatto con loro se non tramite live chat ma la cosa non mi sta aiutando in nessun modo. Mi sono stati chiesti la foto della carta (ho inviato uno screenshot essendo una virtual), estratto conto, carta di identià,selfie ed ho inviato anche un documento di certificazione del mio conto ma ad oggi nulla. Vi prego di aiutarmi a risolvere la situazione

Dear Tirimicholl4,

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.

• Could you please advise if you provided any other documents except for those you listed here?
• Have you provided all the required documents and in the correct format as soon as possible?

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

Hi Cristina, I am fully aware of the importance of KYC but it seems to me that they are using it as an excuse to justify what is happening.

I provided my ID, a screenshot of the card used for the deposit, the bank statement (which unfortunately is produced by the institution once a year), the summary documentation with all my data and the account data that certifies the ownership of both the account and the card (the card is a debit, therefore strictly linked to the account), and the selife. All the documentation was provided in the requested formats and the photos (all the others were pdf) were all clearly legible (not that the problem was raised with me in this regard since no explanations were ever provided to me).

Buongiorno Cristina, sono pienamente consapevole dell'importanza del KYC ma mi sembra che la stiano utilizzando come scusa per giustificare ciò che sta succedendo.

Ho fornito la mia carta di identità, lo screenshot della carta usata per il deposito, l'estratto conto (che purtroppo viene prodotto dall'istituto una volta l'anno), la documentazione di riepilogo con tutti i dati miei e del conto che certifica la titolarità sia di conto che carta (la carta è una debit, quindi strettamente collegata al conto), ed il selife. Tutta la documentazione è stata fornita nei formati richiesti e le foto (tutti gli altri erano pdf) erano tutte chiaramente leggibili (non che mi sia stato sollevato il problema in merito dato che non si mi sono mai state fornite spiegazioni).

Thank you very much for your reply, Tirimicholl4. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.