I have tried to complete the verification process with bank and identity documents around 10 times, sending over 30 photos. The response is always the same: the quality is not good, or my face is not fully visible. However, there seems to be no willingness to complete the verification to allow me to withdraw the winnings.

E intentado hacer la verificación con documentos bancarios y de identidad alrededor de 10 veces enviando más de 30 fotos y siempre la respuesta es la misma que la calidad no es buena o que mi cara no se ve completa pero no hay caso que quieran hacer la verificación para poder hacer el retiro del dinero ganado

Dear padkom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is the poor quality of photos the only obstacle standing between you and your winnings?
• Could you please advise since when exactly is the verification process ongoing?
• When was the last time you spoke to the casino and what was it about?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

The last time we talked was today

The profits were obtained with real money

It's always the quality of the photos

And I'm trying before 6/10 and it's no use (I don't remember the exact date anymore)

La última vez que hablamos fue hoy

Las ganancias fueron obtenidas con dinero real

Siempre es la calidad de las fotos

Y estoy intentando anterior al 10 del 6 y no hay caso (la fecha exacta ya no la recuerdo)

????

Today they solved my problem, I thank them.

Hoy me resolvieron les doy las gracias

Dear padkom, do you need any further assistance, or can we consider this case resolved?

I consider it resolved, thank you very much

Considero resuelto, muchas gracias

Dear padkom,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

www.kpvfaw.com