Hello,

The casino is taking an unusually long time to verify me. I am trying to make my first withdrawal, but suddenly, they stopped examining the document I submitted. In the meantime, I, unfortunately, continue to play out of boredom, reducing my balance by 5-10€, and suddenly, I get 50 no deposit free spins credited into my account. This is probably a trick, so that I'll have to wager the money 3x as many times again. It's something I had to do once before, when my withdrawal was canceled and I had taken advantage of the next bonus offer during the same period... Something I still find hard to understand..

Hallo,

Das Casino braucht ungew?hnlich lange um mich zu verifizieren. M?chte das erste Mal auszahlen , aber auf einmal wird mein eingereichtes Dokument nicht mehr überprüft. Zwischendurch spiele ich leider immer wieder aus Langeweile 5-10€ runter, und pl?tzlich bekomme ich 50 no deposit Freispiele gutgeschrieben, wahrscheinlich ein Trick, damit ich das Geld wieder 3x wagern muss. Musste ich schon mal, da meine Auszahlung storniert wurde und ich da in der Zeit schon wieder den n?chsten Bonus beansprucht hatte.. hab ich auch schon nicht verstanden..

Dear QueenLea,

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

On November 2nd at 12:10 am I sent the documents for verification. Since a screenshot of my virtual Skrill credit card, which I used to deposit, was not enough for the casino, I uploaded a PDF document on November 3rd where my credit card number and name are visible

Am 2. November um 00:10Uhr habe ich die Dokumente zur Verifizierung gesendet. Da ein Screenshot von meiner virtuellen Skrill Kreditkarte, die ich zur Einzahlung genutzt habe, dem Casino nicht ausgereicht hat, habe ich am 3. November ein PDF Dokument hochgeladen, wo meine Kreditkarten Nummer und mein Name sichtbar sind

I always get the same answer...

Es kommt immer nur dieselbe Antwort...

They finally paid out, thank you for your help ??

Sie haben endlich ausgezahlt, Dankesch?n für eure Hilfe ??

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, QueenLea, for your cooperation and confirmation, and please don’t 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,

Petronela

www.kpvfaw.com