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I'm trying to withdraw funds. Every time I request a withdrawal, it gets canceled and they ask for documentation.

When I send the documents and they are approved, I request the withdrawal again and they cancel it again to ask me for more documentation.

This happens in all withdrawal attempts, even when it asks me to verify my address several times, despite having previously provided it.

They are unjustifiably prolonging the process and are not accepting any withdrawals, despite having sent all the documentation required to verify the account.

Estoy intentando retirar fondos. Cada vez que solicito un retiro, me lo cancelan para pedirme documentación.

Cuando envío los documentos y son aprobados, vuelvo a solicitar el retiro y nuevamente lo cancelan para pedirme más documentación.

Esto ocurre en todos los intentos de retiro, incluso solicitándome en varias ocasiones la verificación de dirección, a pesar de haberla acreditado previamente.

Están alargando el proceso de forma injustificada y no están aceptando ningún retiro, pese a haber enviado toda la documentación requerida para verificar la cuenta.

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Hello,

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