it's been 3 days and they don't identify me

?χει 3 μ?ρε? και δεν μου κ?νουν ταυτοπο?ηση

Dear ioanna,

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.

If you are sure you've submitted all the required documents in the correct format, I can only recommend that you give the casino a few more days. It can take some time to go through all your documents and mark your account as verified.

I will keep this complaint open, so please let us know if there is any development in the meantime.

Thank you in advance for your understanding.

Best regards,

Kristina

Dear ioanna,

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.

they never verified my account so the money never entered my account and when I asked to know the error on my debit card that they didn't accept it I never got a reply

δεν μου επαλ?θευσαν ποτε τον λογαριασμ? ?ρα δεν μπ?καν ποτ? τα λεφτ? στο λογαριασμ? μου και ?ταν ζητο?σα να μ?θω το λ?θο? στην χρεωστικ? μου κ?ρτα που δεν μου την δ?χονταν δεν επερνα ποτε απ?ντησα

Thank you for your reply, ioanna. Do I understand correctly that the delay in withdrawal processing was caused by incomplete verification? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

was to send 3 letters of my identity card which is approved immediately and the debit card front and back side the front side is approved and the back side never until I closed the account because with those I spoke to in live chat apart from waiting they didn't tell me anything valid or if I'm doing something wrong

?ταν να στε?λω 3 ?γραφφα την ταυτ?τητα μου που την εγκριναναι αμ?σω? και την χρεωστικ? κ?ρτα μπρο? και π?σω ?ψη την μπροστ? ?ψη την εγκριναναι και την π?σω ?ψη ποτ? μ?χρι που ?κλεισα τον λογαριασμ? γιατ? με ?σου? μ?λησα σε live chat π?ρα απο αναμον? δεν μου ?λεγαν κ?τι ?γκυρο ? αν κ?νω κ?τι λ?θο?

Do I understand correctly that you closed your account while still having an active balance there?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I gambled away the rest of the account because they wouldn't give me the money, it was all excuses

το υπ?λοιπο του λογαριασμο? το επαιξα γιατ? δεν θα μου ?βαζαν τα λεφτ? ?λο δικαιολογ?ε? ?ταν

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.