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I have problems with the residence verification, I send them a direct bank receipt from the bank and they tell me that it is not valid, a bank statement... too many problems to try to withdraw.

Tengo problemas con la verificación de residencia, les envío recibo bancario directo del banco y me indican que no es válido, extracto bancario....demasiados problemas para intentar retirar.

Dear Elchapo05,

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.

Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and successful verification? Has the casino requested any other documents and have they all been approved?

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,

Kristina

Dear Elchapo05,

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.