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I couldn't verify my identity on the page and now I have my money in nothing, I need to know if an older person can verify the identity so I can get my money back.

No pude verificar mi identidad en la pagina y ahora tengo mi dinero en la nada, necesito saber si un mayor puede verificar la identidad así recupero mi dinero.

Dear loloosoroka,

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 age seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I can't withdraw my money because I can't verify my age either. I want to know if I can withdraw this money with my father's authorization and identity verification. Or that they return only the money that comes in and not the one that I win.

Si, no puedo retirar mi dinero porque tampoco puedo realizar la verificación por mi edad, quiero saber si con la autorización y verificación de identidad de mi padre puedo retirar este dinero. O que me devuelvan solo el dinero que ingrese y no el que gane.

Could you please advise how old are you? Why you were unable to verify your age?

Dear loloosoroka,

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 are unable to carry out any further investigation or provide potential solutions due to the lack of response from the player. As a result, we have closed the case, but the player is free to reopen the complaint at any time.