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I am afraid that casino is cheating customers. I put money into the account and it took me 2 days to prove to her with Screnscot that the money went through. After winning my winnings now trauma starts My identity, my account, my address but they still want some and escape payment which is 1700€

Ich befürchte, dass Casino Kunden betrügt. Ich habe Geld auf das Konto eingezahlt und es hat zwei Tage gedauert, bis ich ihr mit Screnscot beweisen konnte, dass das Geld überwiesen wurde. Nachdem ich meine Gewinne gewonnen habe, beginnt jetzt das Trauma Meine Identität, mein Konto, meine Adresse, aber sie wollen immer noch einiges und entgehen der Zahlung, die 1700€ beträgt

Dear daviddvorsic3,

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 your account has not been verified yet? Could you please advise which documents have you 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?

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 daviddvorsic3,

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.