Dear vincvinc1980,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying the Muchbetter account seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your winnings?

Would you be so kind and forward any relevant communication to [email protected]?

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, all other documents have been approuve. Only Muchbetter left. You can check in my complain history here if you can. I had the same issue not that long ago.....with Dama NV as well.

I will forward what I have.

Thanks !

Thank you very much vincvinc1980 for your reply. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello vincvinc1980,

I have reviewed your case and understand the situation. I will now contact the casino to see if I can help.

We would like to invite Arlekin Casino to join the conversation and to aid in resolving this complaint.

Can you please clarify the status of the player's verification?

Thank you for your response Arlekin Casino.

The player stated that they have already attempted to do this but for some reason, it has been requested again.

Could you please advise if there was a problem with the documents previously supplied and if so, what specifically should be done differently to resolve the issue?

Yes, that's right, the player attached part of the account statement and it's fine, just need another screenshot with personal data.

Dear casino,

What you are asking for is already uploaded...

Please send me an example of what you want by email so I can see. My personal data from the muchbetter app is already uploaded so I don't know what you guys want.

I have uploaded another screenshot that says....: A propos de Muchbetter"

It means "about Muchbetter:

That's the only thing I can give you because the actual page where my personal data his does not show the Muchbetter logo in the app.

Please look for yourself...create an account on Muchbetter and you'll see that what you are asking for just does not exist...

It's okay) The documents were accepted!

The matter is now resolve.

Thank you to the Casino Guru team for your help??

Have a nice day !

Thank you for your assistance Arlekin Casino.

Dear vincvinc1980,

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

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.