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I made a deposit of 50 and won 270, but they asked for a bunch of documents, and all of them were rejected. Now I checked, and there is no balance in my account, plus the money hasn’t been credited to my account. I can't receive it.

Fiz um depósito de 50 e ganhei 270 e eles me pediram um monte de documento e todos foram negados e agora fui olhar nem saldo em conta tem mas é o dinheiro tbm não caiu na minha conta não consigo receber

Dear mariadosacolao,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify which identity documents you provided the casino with? Have you received any explanation as to why they were rejected?

Do I understand correctly that your winnings were voided after your verification failed?

Have you communicated with customer support about your problem? What was their reply?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear mariadosacolao,

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.