Hello, I've been trying to verify my account, I've sent the requested documents and yet I keep getting a message that my documents weren't verified.

Hola, he está tratando de verificar mi cuenta, he enviado los documentos solicitados y aún así me sale que mis documentos no fueron verificados.

Dear elinacarte09,

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

Dear elinacarte09,

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.

Hello, I have already provided the identity documents, the only one I am missing so far is the document that proves my residence in which they ask me for a ticket or bill for cable TV, or for an internet company. I have sent the documents and still So they don't accept them, I uploaded the last document yesterday, and I tried with the same ballot that was rejected.

If I have sent the documents as requested, now the page does not allow me to upload my document in PDF Format, it only allows me to upload photos or screenshots, in which I speak with customer service and they ask me to upload the documents in PDF.

Hola, ya he proporcionado los documentos de identidad, el único que me falta hasta el momento es el documento que acredite mi residencia en el cual me piden una boleta o factura de TV cable, o de alguna compa?ía de internet he enviado los documentos y aún así no me los aceptan, el último documento lo subí ayer, e intenté con la misma boleta que me rechazaron.

Si los documentos lo he enviado como me lo han pedido, ahora la página no me deja subir mi documento en Formato PDF solo me deja subir fotos o capturas de pantalla, en el cual hablo con el servicio al cliente y me piden subir los documentos en PDF.

Have you uploaded

A) original PDFs of the bills

B) photos of printed documents

please?

Dear elinacarte09,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.