I've been trying to verify myself for the 5th time, but I keep getting rejected even though I have provided valid bank statements. I also provided proof of address with a valid date from a law firm that represents mobile phone providers. If I am rejected again, I will be desperate. I have lost so much money, and I really need this 4000. I am urgently asking for help.

Ich versuche schon zum 5. mal mich zu verifizieren ich werde die ganze zeit abgehnt obwohl ich gültigr kontoauszüge vorl?ge adressnachwei? habe ich auch vorgelegt jz mit gültigen datum von einer rechtsanwaltskanzlei die mobiltelefonanbieter vertritt und wenn es jetzt wieder abgelehnt wieder bin ich verzweifelt ich habe so viel geld verspielt ich brauche diese 4000 bitte um dringende hilfe.

Dear Adam117,

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? Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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 Adam117,

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.