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I can't withdraw money, they ask me for documents for verification but no matter what I send they tell me it's not good enough

non riesco a prelevare mi chiedono documenti per verifica ma quasiesi cosa invio mi dicono che non va bene

Dear Antoniodemarinis,

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 which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Good morning I am desperate please help me I have to withdraw almost € 2000 and I have sent all the possible documents only they tell me they are not good. Unfortunately now I can not upload all the documents I sent them I do not know if it is a problem with the phone. Do you have an alternative on which I can send them to you?

Buongiorno io sono disperato per favore, aiutami devo prelevare quasi 2000 € e ho inviato tutti i documenti possibili solo che mi dicono che non vanno bene. Io purtroppo adesso qui sopra non riesco a caricare tutti i documenti che gli ho inviato non so se è un problema del telefono.Hai un’alternativa sul quale posso inviarteli?

Please help me it's urgent here it doesn't let me send attachments I'm desperate

Per favore aiutatemi è urgente qui non mi fa inviare allegati sono disperato

Thank you very much for your reply, Antoniodemarinis. 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.