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After several transactions, I was asked to verify my account when I initiated a withdrawal. I have uploaded my police identification, tax clearance, driving license, and finally my digital ID certified through the government's own site, and each time they find a reason to reject them. What do I need to do at last? In the end, they mock me by sending me automated messages. I've sent 19 mails trying to find a way to verify my account.

Μετά από αρκετές συναλλαγές μου,με αφορμή μια ανάληψη που αιτήθηκαν,μου ζητήθηκε ταυτοποίηση λογαριασμού..Έχω ανεβάσει αστυνομική ταυτότητα εκκαθαριστικό εφορίας δίπλωμα οδήγησης και τέλος την ψηφιακή μου ταυτότητα πιστοποιημένη μέσα από το ίδιο το site της κυβέρνησης και κάθε φορά βρίσκουν ένα λόγο να τα απορρίπτουν..τι πρέπει να κάνω επιτέλους;Και στο τέλος με κοροϊδεύουν στέλνοντας μου αυτοματοποιημένα μυνήματα.19 mail έχω στείλει ψάχνοντας να βρω έναν τρόπο να ταυτοποιηθεί ο λογαριασμός μου

Dear Spymcpe,

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 licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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

21/05/2024 the request for withdrawal was made..The verification system on the page gives me the same message every time, to send an alternative document that shows the details well..How many more times do I have to send them??Is it possible to have an official document of the government's page with my ID and my photo and they tell me that the details are not visible?? What a shame, I have uploaded 4 documents and none of them are visible?..then I get the same message as a response

21/05/2024 έγινε το αίτημα για αναληψη..Το σύστημα επαλήθευσης στη σελίδα μου βγάζει κάθε φορά το ίδιο μύνημα,να στείλω εναλλακτικό έγγραφο που να φαίνονται καλά τα στοιχεία..Πόσες φορές πρέπει να τα στείλω ακόμα;;Είναι δυνατόν επίσημο έγγραφο της σελίδας της κυβέρνησης με την ταυτότητα μου και τη φωτογραφία μου να μου λενε ότι δεν φαίνονται οι λεπτομέρειες;;Ε λίγη ντροπή πια,έχω ανεβάσει 4 έγγραφα κανένα δεν φαίνεται;..συνέχεια το ίδιο μύνημα έχω σαν απαντηση

Good morning again.My account has just been verified.

Καλημέρα και πάλι.Μολις μου επαλήθευσαν τον λογαριασμό.

Thank you, Spymcpe, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Yes yes problem solved thank you very much

Ναι ναι λύθηκε το θέμα ευχαριστώ πολύ

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Spymcpe, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru