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Dear gentlemen you have blocked my account with 3000 € inside, it doesn't seem right to me to do these you have all my data except the residence. I ask you to let me withdraw the money and then you can also close the account. I kindly ask you to send me a review of the documents again so I can resolve this case.

Thanks.

Gentili signori mi avete bloccato il mio account con 3000€ dentro, non mi sembra una cosa giusta fare queste avete tutti i miei dati tranne la residenza. Vi chiedo di farmi fare il prelievo dei soldi e dopo potete anche chiudere l’account . Vi chiedo gentilmente di inviarmi di nuovo una verifica dei documenti così si posso risolvere questo caso.

Grazie.

Dear bogdanmocanu94,

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.

Have you been advised what specifically seems to be a problem in verifying your account?

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

Yes, I was told the reason why I tried to complete the verification with a friend's documents. The win was made by him with my profile and I tried to make a withdrawal on his card. I was wrong to complete the verification with your data but it seems excessive to block my account. I was on vacation in Italy and I wanted to make the withdrawal on his card so that he could withdraw his money because I live in Germany. I kindly ask you to let me complete the verification of my account with my personal documents so that I can make the withdrawal.

Thank you and good day

Si mi è stato detto il motivo perché ho provato a completare la verifica con i documenti di un amico. La vincita e stata fatta da lui con il mio profilo è ho provato a fare un prelievo sulla sua carta. Io si ho sbagliato a completare la verifica con i suoi dati però mi sembra eccessivo bloccare il mio account. Io ero in ferie in Italia e volevo fare il prelievo sulla sua carta in modo che potesse ritirare i suoi soldi perché io vivo in Germania. Vi chiedo gentilmente di farmi completare la verifica del mio account con i miei documenti personali in modo tale da poter effettuare il prelievo.

grazie e buona giornata

Dear bogdanmocanu94,

I'm sure you are aware that there is more than one thing that is wrong with what you did.

• Your friend has been playing on your account
• you submitted his card for your withdrawal
• you provided his personal details to complete the KYC verification

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I would like to know what I can do to recover the account just to withdraw my money and then you can also close it permanently. But first I would like to withdraw the money

Vorrei sapere cosa posso fare per recuperare l’account soltanto per fare il prelievo dei miei soldi dopodiché potete anche chiuderlo definitamente. Però prima vorrei effettuare il prelievo dei soldi

I would like to know if in my specific case if something can be done to verify my account. Because it seems strange to me that you blocked my account with the money in it because I was not verified, while I could load the money even if I had not been identified. It seems to me an incorrect thing to permanently block the account so without being able to do anything to recover it. I would like my stake to participate in this conversation.

Vorrei sapere se nel mio caso specifico se si può fare qualcosa per verificare il mio account. Perché mi sembra strano che mi avete bloccato l’account con dentro i soldi perché non sono stato verificato, mentre i soldi li potevo caricare anche se non ero stato identificato. Mi sembra una cosa non corretta bloccare definitivamente l’account così senza poter fare più nulla per recuperarlo. Vorrei far partecipare my stake cosinò a questa conversazione.

I wish I knew something. If I am not identified and cannot make a withdrawal, why am I able to load money into my account even though I have not been identified?

Vorrei saper una cosa. Se non sono identificato e non posso effettuare un prelievo, perché m posso caricare soldi sul mio account nonostante io non sono stato identificato?

Dear bogdanmocanu94,

I'm truly sorry, but for all the abovementioned reasons I believe that you won't be able to withdraw your winnings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear petronela

Yes, you can be of help, could you kindly list me with maximum precision and a detailed explanation why it is not possible to verify my mystake account in order to unlock it.

Cara petronela 

Si puoi essere d aiuto, potresti gentilmente elencarmi con massima precisione e una dettagliata spiegazione per quali motivi non è possibile fare una verifica del mio account mystake per poterlo sbloccare.

As I mentioned earlier, I'm sure you are aware that there is more than one thing that is wrong with what you did.

• your friend has been playing on your account
• you submitted his card for your withdrawal
• you provided his personal details to complete the KYC verification

Are you aware of all those things?

On my account I can let anyone I want to play with my consent. This doesn't seem like a justifiable reason to block the account. For the rest I have provided your data to make the withdrawal and then it seems excessive to me that at the first mistake you have to close an account like this. There must be a way to redo the account verification, not that the first mistake will block the account like that.

Sul mio account ci posso far giocare chi voglio io con il mio consenso. Questo non mi sembra un motivo giustificabile per bloccare l’account. Per il resto ho fornito i suoi dati per effettuare il prelievo e poi mi sembra eccessivo che al primo errore si debba chiudere un account così. Ci deve essere un modo per rifare la verifica dell’account, non che al primo errore gli bloccare l’account così.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.