Hello, I registered at the casino today and made a profit of €60 and converted the amount. Used bonus code OWEN10 and registered through their site. The casino won't accept my ID 3 allegedly wrong format. Ask her for her help

Hallo habe mich heute bei dem Casino angemeldet und ein Gewinn von 60€ erzielt und den Betrag umgesetzt. Den Bonuscode OWEN10 verwendet und über ihre Seite registriert. Das Casino akzeptiert meinen Ausweis nicht 3 angeblich falscher Format. Bitte sie um ihre Hilfe

Dear derfinisher09,

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.

Do I understand correctly that verifying your personal ID seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Dear derfinisher09,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.