Dear Properooo,

Thank you very much for submitting your complaint. 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 takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Please keep me updated and let me know if you provided all the required documents. Lastly, could you please advise the correct disputed amount and in which currency we should enter it?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hello,

the disputed amount is PLN 3119, about 700 euros.

I want to ask how it is with the address. There is an address in the ID card, but I live at a different address. The casino wants receipts from an address where I don't live, the one that's in the ID.

I understand that the address on the document is to be the same as in the bank statement?

Thank you very much, Properooo, for your reply. I have corrected the disputed amount.

Regarding your address, when you register any casino account you need to bear in mind that you will be required to provide Proof of Address. This should be identical to your address displayed on any document provided for verification. Could you please advise which address you have submitted when registering the casino account?

Hello,

I gave the address consistent with the ID document. I don't live there, my grandmother lives there. I lived with her a long time ago but I moved to a different part of town. I have most of the required documents for the new address.

Can the casino change this address on their site at my request?

Will they cause problems?

You will be asked to provide Proof of Address. Please try contacting the casino and explain the situation.

Hi,

I am still in correspondence with the Cadabrus support.

I sent my payslip. Based on this, my address was correctly verified.

I received a message:

Thank you for the submitted documents! Unfortunately, we haven't received enough information to verify your account.

To complete the verification process, please submit the following documents:

- Skrill [email protected] wallet transaction history from the last 3 months, which should prove the source of funds on the player's account. All information in the screenshots (dates, transaction details, browser address bar, browser window) should be clearly visible.

- EcoPayz 11010010xx wallet transaction history for the last 3 months, which should prove the source of funds on the player's account. All information in the screenshots (dates, transaction details, browser address bar, browser window) should be clearly visible.

We kindly ask you to make sure that the photos or screenshots you send are of good quality and legible, all four edges of the documents are fully visible, and the documents are sent as photos, not scans or copies. Thank you in advance!

========================

I can send the history of skrill and ecopayz, but I wonder if it is necessary, because I have already sent a lot of documents.

I got my message a minute ago:

We are pleased to announce that the withdrawal order for a total amount of PLN 1120.00 was processed by our Finance Department.

The funds should reach the account soon. Please note that there may be delays of up to 3-5 business days for bank transfers and credit cards.

========

So what now?

Please suggest what to do next.

I don't have the strength for it anymore.

I fully understand your frustration, Properooo. However, since it seems as the withdrawal has been approved and processed, I will set the timer for additional 7 days and if there’s no development by Monday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hi,

after sending the mentioned documents, the account was verified positively. The payout has been processed. Sending documents and their verification took 4 weeks. A very long and really large amount of documents was required from me.

Thank you for your help. ??

Properooo

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Properooo, for your cooperation and confirmation, and please 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.

Best regards,

Petronela

www.kpvfaw.com