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Hello, I've been trying to make a withdrawal since January 16th. They asked for KYC verification, I sent everything they requested, and now they're telling me I have to wait up to 31 days. I think that's way too long. They're just waiting for me to gamble with the money and lose it. It's unfair to make you wait a month for 197 as an excuse for verification when I've already sent all the information.

Hola, desde el 16 de enero estoy intentando realizar un retiro, me pidieron KYC, envié todo lo que pidieron y me dicen que debo esperar hasta 31 días. Creo que ya es demasiado. Solo esperan que juegue con el dinero y lo pierda. Es un trato injusto que por 197 te hagan esperar un mes como excusa de verificación cuando ya envié todos los datos.

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Dear jose0101, 

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. 

Could you please advise 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, 

Attila G.

Dear jose0101,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru