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I have submitted the necessary documents for the KYC verification process, including a current bank statement from the last month as well as a postal delivery certificate from the district court that clearly confirms my residential address. Unfortunately, the verification process is repeatedly canceled in the categories "Proof of Address" and "Transaction History" without me receiving any notification via email.

Since I have correctly submitted all the required documents, I request a review and clarification of the matter so that the verification process can be properly completed.

ich habe die erforderlichen Dokumente für den KYC-Verifizierungsprozess eingereicht, darunter einen aktuellen Kontoauszug des letzten Monats sowie eine Postübergabeurkunde vom Amtsgericht, die eindeutig meine Wohnadresse bestätigt. Leider wird der Verifizierungsprozess in den Kategorien „Adressnachweis" und „Transaktionsverlauf" wiederholt storniert, ohne dass ich eine Benachrichtigung per E-Mail erhalte.

Da ich alle geforderten Nachweise korrekt eingereicht habe, bitte ich um eine Überprüfung und Klärung der Angelegenheit, damit der Verifizierungsprozess ordnungsgemäß abgeschlossen werden kann.

Dear fnicolaisen,

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 casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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,

Petronela

Dear fnicolaisen,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.