I will have added € 50000 in earnings but my account was not verified. they did not verify the account even though they sent all the paperwork in order to prevent me as a customer from getting the money up. the account is still unverified today.

Terei somado em ganhos 50000€ mas a minha conta n?o se encontrava verificada. eles n?o verificaram a conta mesmo enviando toda a papelada de modo a evitar que eu enquanto cliente levanta se o dinheiro. ainda hoje a conta se encontra por verificar.

Dear Mário,

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. I would suggest contacting the casino and find out which documents are needed and provide them 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

Dear Mário,

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.

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.