I can't get my identity card to be accepted despite having sent it correctly, what should I do?

Non riesco a far accettare la carta di identita pur avendola mandata correttamente cosa devo fare?

Dear Giuseppina,

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. None of the serious and licensed casinos takes KYC lightly. I would suggest contacting the casino and find out why the document hasn’t been accepted and provide it in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise how many days ago you have requested your withdrawal and started the verification process?

If there’s any relevant communication, please forward it to [email protected]. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Additional comments from the player:

"We re-asked the withdrawal request but it was refused again and you can't talk to anyone because there is no telephone number you can only chat but they always answer the same things so I think it's a record, what should I do?

"Today we requested the payment of the winnings having completed what was requested but still has been refused there is no telephone to contact and if we try to chat, he always replies saying the same things how should I do? Att"

Additional comments from the player:

"Abbiamo rifatto la richiesta del prelievo ma è stata di nuovo rifiutatae non si può parlare con nessuno perché non esiste numero telefonico si può solo chattare ma rispondono sempre le stesse cose per cui penso sia un disco come debbo fare ? Sono in att"

"Oggi abbiamo richiesto il pagamento della vincita avendo completato quelloche ci è stato richiesto ma ancora è stato rifiutato non esiste nessun telefono da contattare e se cerchiamo di chattare risponde sempre dicendo le stesse cose come debbo fare?att"

Thank you very much, Giuseppina, for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Giuseppina.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hey!

We are asking the player to proceed with the verification, however, the player struggle to upload all requested information in appropriate format.

The player was informed about all missing documentation via chat and/or email.

Thank you.

Hello Giuseppina.

Have you managed to pass through the verification process?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello,

Yes, the verification is successful.

Since we haven’t received any response from the player and the casino confirmed that she was successfully verified. We consider the issue got resolved and I am closing it accordingly.

Best regards, Jozef

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