Hello, I'm having a problem with the KYC documents. I sent the required documents on October 13th, but then was asked for documentation related to the payment method. I sent those documents immediately, but they were not accepted. I provided a receipt of the payment from my bank's website. My deposit was made via Rapid Transfer where I entered my bank account details and authorized the transaction via my bank. Now they are requesting a KYC document showing my Skrill account name. I do not have a Skrill account since I made the payment through Rapid Transfer and authorized it via my online banking service. I also sent a message via the chat function, but continuously received the same response that I have to wait 48 hours. I have been waiting and sending messages via chat, but they are not expediting the process even though this issue does not result from any mistake on my part since my payment was made through Rapid Transfer rather than a Skrill account. How can I provide the correct KYC document when my deposit was made via my bank, and not through a Skrill wallet? Could you please assist? My withdrawal request will not be processed unless I provide a screenshot of a Skrill account, which I do not possess. I also sent the receipt I received via email, which is awaiting a response and will likely not be accepted as well. I look forward to hearing from you.

Hei, minulla on ongelma Kyc-asiakirjojen kanssa. L?hetin dokumentit mit? vaadittiin 13.10, mutta sit pyydettiin maksutavasta dokumentti. L?hetin dokumentin samantien, joka ei heid?n mielest??n kelvannut. Laitoin kuitin maksusta pankkini sivusta. Talletin Rapid transferin kautta eli sy?tin tilinumeroni ja hyv?ksyin sen pankkini kautta. Nyt he vaativat kyc-asiakirjaa jossa pit?isi n?ky? skrill tilini nimi. Minulla ei ole skrill tili? sill? maksoin sen rapid transferin kautta ja hyv?ksyin sen verkkopankkini kautta. Laitoin my?s chatin kautta viesti? josta saan aina saman vastauksen. Minun pit?? odottaa 48h tuntia. Olen nyt odotellut ja laittanut chattiin viesti?, eiv?tk? he nopeuta prosessia vaikka kyseess? ei ole minun vikani, sill? en ole maksanut skrill tilill? vaan rapid transferin kautta. Miten voin laittaa oikean kyc-asiakirjan jos en ole skrill lompakolla maksanut talletusta vaan pankkini kautta. Voisitteko auttaa, nostoa ei k?sitell? ellen l?het? kuvaa skrill tilist? mit? minulla ei ole. L?hetin my?s s?hk?postiin tulleesta kuitista,joka odottaa nyt vastausta, joka todenn?k?isesti ei taaskaan k?y. Odotan yhteydenottoanne.

Dear Zorafina,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi, so it's a rapid transfer deposit that doesn't require a Skrill account. Now when I tried to make a withdrawal, they ask for a Skrill account, which I don't have, and the withdrawal doesn't move. The other documents were accepted, but a Skrill account is still required even though I don't have one because I made the deposit via rapid transfer..

Hei, kyseess? siis rapid transfer talletus, johon ei skrill tili? ei tarvita. Nyt kun yritin tehd? noston niin kysyv?t skrill tili?, mit? minulle ei ole, ja nosto ei liiku. Muut dokumentit hyv?ksyttiin, mutta vaaditaan edelleen skrill tili vaikka sellaista minulla ei ole sill? tein talletuksen rapid transferin kautta..

Still, one document does not work, I have asked again if this is the right document that works, and I have received an answer from them that it is. The job starts from the beginning every time, and the withdrawal does not progress at all. If it is possible, I will also send you the documents. Would you please reply quickly.

Edelleenk??n, yksi dokumentti ei k?y, olen kysynyt viel? onko t?m? oikea dokumentti joka k?y, niin heilt? olen saanut vastauksen ett? on. Homma alkaa joka kerta alusta, eik? nosto etene ollenkaan. Jos on mahdollista niin l?het?n dokumentit my?s teille. Vastaisitteko pikaisesti.

I also asked Skrill's customer service for confirmation that I do not have a Skrill account and that the transfer was made via rapid transfer. The document can be found here, which I also sent to Bluvegas customer service, where he forwarded it again, and didn't say anything about the estimate.

Pyysin my?s skrillin asiakaspalvelusta vahvistuksen ett? minulla ei ole skrill tili? ja siirto on tehty rapid transferin kautta. Dokumentti l?ytyy t?st? jonka my?s laitoin Bluvegasin asiakaspalveluun, jossa h?n laittoi taas eteenp?in, eik? sanonut aika arviosta mit??n.

I think it's strange to ask/unreasonable to ask for the wrong kyc document for a week (first they required the skrill account number and said that I deposited via Skrill, even though I deposited via Rapid Transfer, I asked skrill to confirm that the deposit was via rapid transfer, (I also provided this) and now the document has changed bank statement to the document). I delivered the bank statement, which again takes 48 hours to process. This delay is starting to worry me a bit.

Mielest?ni outoa pyyt??/ kohtuutonta pyyt?? ensiksi viikon ajan v??r?? kyc-asiakirjaa (ensiksi vaadittiin skrilli tilin numeroa ja sanottiin ett? talletin skrillin kautta, vaikka talletin Rapid transferin kautta, pyysin skrilli? vahvistamaan ett? talletus oli rapid transferin kautta, (t?m?n toimitin my?s)nytten dokumentti vaihtuikin tiliote dokumenttiin). Toimitin tiliotteen, jonka k?sittelyss? kest?? taas 48h. Alkaa v?h?n huolestuttamaan t?m? viivytys.

The appeal can now be withdrawn, I got my discharge after all the twisting..

Valituksen voi nyt perua, sain kotiutukseni kaiken v??nn?n j?lkeen..

Dear Zorafina,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

www.kpvfaw.com