I have been waiting for account verification for almost two months now...in the meantime I have lost my winnings.....yesterday after I talked to the casino about the delay they immediately sent me a reply that the document I had submitted for the address is not valid. ...and it makes sense that it should not be in the margin of two months since they took two months to check it...I sent a new document and I am still waiting...I imagine that they will look at this in two months and I will receive the same answer. ...and all this while I have a pending withdrawal of 150 euros....

Εδ? κ σχεδ?ν δ?ο μ?νε? περιμ?νω επαλ?θευση του λογαριασμο?...στο ενδι?μεσο ?χασα ?τι κ?ρδη ε?χα κερδ?σει.....εχθ?? αφο? μ?λησα με το καζ?νο για την καθυστ?ρηση ?μεσα μου ?στειλαν απ?ντηση ?τι το ?γγραφο που ε?χα προσκομ?σει για την διε?θυνση δεν ε?ναι ?γκυρο....κ ε?ναι λογικ? να μην ε?ναι στο περιθ?ριο δ?ο μην?ν αφο? δ?ο μ?νε? κ?νανε να τα ελ?γξουν...?στειλα ν?ο ?γγραφο κ ακ?μα περιμ?νω...φαντ?ζομαι ?τι κ ;υτο θα το κοιτ?ξουν σε δ?ο μ?νε? κ θα λ?βω την ?δια απ?ντηση....κ ?λα αυτ? εν? ?χω εκκρεμ? αν?ληψη 150ευρω....

Dear jimspy, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

the documents were submitted about two months ago....yesterday I contacted the casino to see why the verification is taking so long and they replied that they will look into it soon....actually after a few hours I received an email in which they told me that I need to send a new document for the address since it must be within the last 3 months (when the first shipment was made, the document met the time limit)...

I immediately sent a new electricity bill and since then I have had no further information

τα εγγραφα κατατεθηκαν πριν περιπου δυο μηνε?....προχθε? επικοινωνησα με το καζινο για να δω γιατι αργει τοσο πολυ η επαληθευση κ μου απαντσαν οτι θα το κοιταξουν συντομα....πραγματι μετα απο μερικε? ωρε? ελαβα ενα email στο οποιο μου ελεγαν οτι θσ πρεπει νσ στειλω νεο εγγραφο για την διευθυνση αφου πρεπει να ειναι εντο? των τελευταιων 3 μηνων (οταν ειχε γινει η πρωτη αποστολη το εγγραφο πληρουσε το χρονικο περιθωριο)...

απεστειλα αμμεσα νεο εγγραφο λογαριασου ηλεκτρικου ρευματο? κ απο τοτε δεν εχω καμμια αλλη ενημερωση

Dear jimspy

Have you received your money yet?

Kind regards

Yes I received them....all good ... thanks

Ναι τα ?λαβα....?λα καλ? ... ευχαριστ?

Dear jimspy,

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,

Veronika

www.kpvfaw.com