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I cannot verify my account, they ask me for the account statement of my digital card, which is the same as my physical card, but they do not understand it and they do not give me the option to verify with another card

No puedo verificar mi cuenta me piden el estado de cuenta de mi tarjeta digital que es el mismo de mi tarjeta fisica pero no lo entienden y no me dan la opcion de verificar con otra tarjeta

Dear PPFFERNANDEZ1,

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.

Do I understand correctly that verifying your card seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

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,

Kristina

Dear PPFFERNANDEZ1,

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.