Good day, on August 10, I attempted to withdraw my money, but when it did not go through, I contacted the platform's support team. They asked me to send an email, to which they responded asking for certain documents. I successfully sent these documents and was told I would need to wait 14 days for my account verification to be approved. However, 21 days have passed since then! My ID is 44273295. I hope for a prompt and favorable response! Thank you very much!!

Buendia en la fecha 10 de Agosto quise hacer retiro de mi dinero y al no realizarse me comunique c el soporte de la plataforma, me pidieron enviar un mail, a la cual me respondieron pidiendo una documentación que fue enviada con éxito, me respondieron que debía esperar 14 días a la aprobación de la verificación de mi cuenta, lo cual paso ya 21 días desde entonces ! Mi ID es 44273295. Espero una pronta y favorable respuesta! Muchas Gracias !!

Dear gabyrivax238,

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. 

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Dear gabyrivax238,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.