Kære Habos1992,
Mange tak for din klage. Jeg er ked af at høre om dit problem.
Forstå venligst, at KYC er en meget vigtig og essentiel proces, hvor casinoet sørger for, at pengene sendes til den retmæssige ejer. Da de ikke har den luksus at være i stand til fysisk at se alle spillerne og kontrollere deres identifikation og dokumenter, er dette den eneste måde, hvorpå spillevirksomheder er i stand til at gennemføre verifikationsprocedurerne. Ingen af de seriøse og licenserede casinoer tager KYC let, og det kan tage et par arbejdsdage at gennemføre denne grundige proces.
Kan du oplyse, om nogen af dine identitetsdokumenter er blevet godkendt under KYC?
Har kasinoet angivet, hvorfor de dokumenter, du indsendte som bevis for adresse og betalingsbevis, blev afvist?
Har de informeret dig om de specifikke ændringer, der er nødvendige for, at dokumentet kan godkendes?
Har du indsendt alle de nødvendige dokumenter omgående og i det korrekte format?
Jeg håber, vi vil være i stand til at hjælpe dig med at løse dette problem så hurtigt som muligt. På forhånd tak for dit svar.
Venlig hilsen,
Veronika
Dear Habos1992,
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 advise if any of your identity documents have been approved during KYC?
Has the casino indicated why the documents you submitted as proof of address and proof of payment were rejected?
Have they informed you about the specific changes needed for the document to be approved?
Have you submitted all the required documents promptly 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,
Veronika
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