I have been playing on the site for about 3 months without any issues, but now when it's time for a withdrawal, there is a problem.

I was denied the second step of the verification, the address format, and now I can't submit any more files because I have exceeded the number of attempts. I submitted: an electricity bill, an order receipt, tax declaration, and a payslip—none of which worked. Now I want to submit a certificate of residence printed from the tax agency, which should show everything they need, but unfortunately, I can no longer upload files! (See attached image)

The website states that their support is available 24/7, but they haven't responded in 14 hours and I still can't attach my file, which is a certificate of residence from the tax agency that should resolve the issue ??. I hope they give me another chance to upload files because I am stuck with 9200 euros and haven't cashed out anything. I am afraid the money will be removed/deleted if I don't play soon. Do you have any tips? Do you know what rules apply? Will the money be lost if I don't play? What can I do?

I have also sent an email to their support for the second time without a response.

I hope you have a solution or more insight than I do, thanks.

Jag har spelat p? sidan i cirka 3 m?nader utan problem, men nu n?r det ?r dags f?r en utbetalning s? ?r det strul.

Jag blev nekad 2a steget av verifikationen, adress formatet, och nu g?r det inte att skicka in mer filer eftersom att jag har ?verskridit antal f?rs?k, Jag skickade in: Elr?kning, Best?llning och skattedeklaration samt l?nespecifikation inget utav de funka, men nu vill jag skicka in Personbevis utskrivet fr?n skatteverket vilket borde visa allt de vill ha, men kan tyv?rr inte skicka inte filer l?ngre! ( Se infogad bild )

Det st?r p? hemsidan att deras support ?r tillg?nglig 24/7 men de har inte svarat p? 14 timmar och jag kan fortfarande inte bifoga min fil som jag vill, d?r det ?r personbevis uttaget fr?n skatteverket vilket borde l?sa problemet ??. Hoppas p? att de ger mig en till chans att skicka in filer d? jag ?r fast med 9200 euros och inte cashat ut n?got alls, ?r r?dd att pengarna tas bort/raderas om jag inte spelar snart, har ni n?got tips? Vet ni vilka regler som g?ller? G?r pengarna bort om jag inte spelar? Vad kan jag g?ra?

Har ?ven skickat email till deras support f?r 2a g?ngen utan svar.

Hoppas ni har n?gon l?sning eller mer koll ?n mig, tack.

Dear SwedishG33,

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 specify when you sent the last document?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any response from the casino about the verification?

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, 

Dominika

www.kpvfaw.com

Hello!

I got a reply today at 10.00 where they asked me to send files that I think can help through hotmail/email instead, have now done that, let's see what happens now, if it solves the problem. I sent in the Identity Card as well as the Folkbokf?ring in English that I printed out from the tax office's website, which should be more than enough, but we'll see ??

Status - Awaiting response.

Hej!

Jag fick svar idag kl 10.00 d?r de bad mig skicka filer som jag tror kan hj?lpa genom hotmail/email ist?llet, har nu gjort det, f?r se vad som h?nder nu, om det l?ser problemet. Skickade in Personbevis samt Folkbokf?ring p? englelska som jag skrev ut fr?n skatteverkets sida, vilket borde vara mer ?n tillr?ckligt, men vi f?r se ??

Status - Inv?ntar svar.

Have now received a reply again, was approved when I sent the above files (identity card).

Now trying to make a withdrawal, should take 1-3 days according to the website.

Har nu f?tt svar igen, blev godk?nd n?r jag skickade ovanst?ende filer (personbevis).

Testar nu att g?ra ett uttag, borde ta 1-3 dagar enligt hemsidan.

Dear SwedishG33, thank you for the information provided.

Please keep us updated regarding the withdrawal.

Dear SwedishG33,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.