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I've been fighting for a long time at this playzilla bookmaker about my withdrawal, which I made with them they asked for the documents proof of residence bank statement photos of the document I sent them all then they asked for the bank statement again I sent it again

Then they said that the statement did not have the name of the account holder but it has everything on the statement my name my CPF the amount I deposited on their website please help me to resolve this

Estou lutando a muito tempo nessa casa de aposta playzilla sobre meu saque, que fiz com eles pediram os documentos comprovante de residência extrato bancario fotos do documento mandei todos aí eles pediram novamente o extrato bancario mandei novamente

Aí eles disseram que o extrato não tinha o nome titular da conta mais tem tudo no extrato meu nome meu CPF a quantia que depositei no site deles por favor mim ajude a resolver isso

Dear Alex2809,

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 the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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,

Tomas

Yes I sent all other documents yes

Plus this January bank statement they want I already sent more every time they ask again I don't know what I do anymore

I can send you to analyze this extract that I'm sending them because everything is fine with me

Sim mandei todos outros documentos sim

Mais esse extrato bancario de janeiro que eles quer eu já mandei mais toda vez eles pedem novamente não sei o que eu faço mais

Eu posso manda pra vocês analisar esse extrato que tou mandando pra eles por que pra mim tá tudo certo

Alex2809,

Could you please forward any relevant communication between you and the casino regarding the verification of your account to my email address at tomas@casino.guru?

Dear Alex2809,

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.