Kære chrisprf,
Mange tak for din klage. Jeg er ked af at høre om dit problem.
Forstå venligst, at KYC er en meget vigtig og essentiel proces, hvor casinoet sørger for, at pengene sendes til den retmæssige ejer. Da de ikke har den luksus at være i stand til fysisk at se alle spillerne og kontrollere deres identifikation og dokumenter, er dette den eneste måde, hvorpå spillevirksomheder er i stand til at gennemføre verifikationsprocedurerne. Ingen af de seriøse og licenserede casinoer tager KYC let, og det kan tage et par arbejdsdage at gennemføre denne grundige proces.
Derfor vil jeg anbefale, at du venter et par dage mere, så casinoet har tid nok til at gennemgå dine dokumenter. Hvis der ikke er nogen udvikling ved udgangen af denne tidsramme, bedes du vende tilbage til os, og vi vil gribe ind.
Tak for din tålmodighed.
Venlig hilsen,
Kristina
Dear chrisprf,
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 take KYC lightly and it might take a few working days to complete this thorough process.
Therefore, I would recommend that you wait for a few more days so that the casino has enough time to review your documents. If there is no development by the end of this timeframe, please get back to us and we will intervene.
Thank you for your patience.
Best regards,
Kristina
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