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The verification of my documents take Soo long as usual and don't let me widraw my money

Dear Yoyiswinbig,

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,

Tomas

I sent my documents more than a week ago, I sent proof of address, account statement of the card that I use to play online and a photograph of my card as requested in the email that was sent to me

Mis documentos los envié hace más de una semana,envié comprobante de domicilio, estado de cuenta de la tarjeta que uso para jugar en línea y una fotografías de mi tarjeta como me lo pide en el email que me enviaron

I want to thank casino.guru for posting my case but I have decided to just keep playing until my novibet balance runs out and then close my account at that casino, my decision is because they keep sending me emails asking me for pictures of my documents and in my account I am still in a waiting line for verification, I think that they do this precisely so that I do not pay the bonuses that they offer to play in their casino

Quiero darle las gracias a casino.guru por publicar mi caso pero he decidido tan solo seguir jugando hasta que mi saldo en novibet se agote y después cerrar mi cuenta en ese casino,mi decisión se debe a que me siguen enviando correos pidiéndome fotografías de mis documentos y en mi cuenta sigo estando en fila de espera para verificación,creo que esto lo hacen precisamente para que no pagar los bonos que ofrecen por jugar en su casino

Dear Yoyiswinbig,

Do I understand correctly you don't wish for our assistance with this issue? May we close the complaint?

My problem I all ready fixed want to thank you for listening my complain

Dear Yoyiswinbig,

I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru