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my problem is that after trying several times to enter the identity verification, they sent me the warning where it says "you have exceeded the number of attempts to successfully upload your documents, therefore your identity verification has been rejected" the the problem is that now it doesn't let me do anything at all, neither withdraw nor play, how can I solve it?

il mio problema è che dopo aver provato più volte ad inserire la verifica di identità, mi hanno mandato l’avviso dove dice "hai superato il numero di tentavi per caricare correttamente i tuoi documenti, quindi la tua verifica di identità è stata rifiutata" il problema è che adesso non mi fa fare completamente niente, né prelevare ne giocare, come posso risolvere ?

Dear Rouge7,

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 you did not manage to upload any documents? Have you provided all the required documents 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,

Kristina

I hope the problem is solved, kristina

spero che il problema si risolva presta kristina

Thank you very much for your reply, Rouge7. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case.

Or was your complaint resolved in the meantime?

Dear Rouge7,

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.