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I have already sent the requested document several times, it always says that it was successfully verified and when it comes to withdrawing the amount, I asked for everything again.

Já enviei várias vezes o documento pedido sempre diz que foi verificado com sucesso e na hora de fazer o levantamento do montante pedi tudo novamente eles não me respondem pelo email de contato gostaria de resolver essa situação.

Dear emmyllietamyres5,

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 the casino is asking for the same documents repeatedly?

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and 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

The documents have already been verified and now the value 501 has not been processed for 1 business day. They asked for the bill I put it right and 24 have passed and nothing has been given a period of 11 hours for it to be on the bill

Já foi verificado os documentos e agora o valor 501 não sai de processamento já tem 1 dia útil . Pediram a conta eu coloquei certinho e já se passaram 24 e nada deram prazo de 11hs pra está na conta

Thank you very much for your reply, emmyllietamyres5. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear emmyllietamyres5,

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.