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Hello, I'm writing in regards to my account verification. I've been waiting for 14 hours despite covering all their requirements for the payment option. It was stated that it would be sorted within 20 minutes, however, nothing has been resolved for the past 14 hours and I fear it might take even longer. They are unjustly withholding my money despite assurances that everything would be in order within 20 minutes. I would like to know when my account will be verified and if they will pay my money back. I also expect compensation in some way for their mistakes and false promises. I've called multiple times and also used the live chat they offer. They want to delay me for 7 days when I told them that their website states that I have a priority and my money should be paid back within 20 minutes. I've encountered rude and arrogant behavior. I'm simply speechless. They need to face the consequences and stop deceiving people.

Здравейте пиша ви в връзка с това че вече 14 часа чакам да ми верифицират профила с това че съм покрил всички техни изисквания опция за изплащане на сума а пише че до 20мин ще ми бъде оправено но така и не се оправи нищо вече цели 14 часа сигурно ще станат и повече от това да ми задържат не правомерно парите въпреки уверенията че до 20мин всичко ще е на ред искам да знам кога ще ми верифицират профила и ще ми изплатят ли парите и за техните грешки и лъжливи обещания да бъда компенсиран по някакъв начин звънях и многократно както по телефона така и в чата на живо който предлагат искат да ме задържат 7 дни а аз им казах че в сайта пише че съм с предимство за това че трябва ми изплатят парите и за това ще отнеме 20мин и се започна едно грубо и арогантно държание нямам думи просто нека си понесат последствията и не подвеждат хората

Dear dimitarkanev,

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 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?

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

Dear dimitarkanev,

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 regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional player's comments:

Your site wouldn't let me reply to your messages, I wasn't notified of the delay, and every time I called or texted them, they treated me arrogantly and didn't give me any accurate information.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional player's comments:

Сайтът ви не ми даваше да ви отговоря на съобщенията не бях уведомен за забавянето а и всеки път когато звънях или им пиша те се държала арогантно с мен и не ми даваха никаква точна информация

Hi dimitarkanev,

Thank you for getting back to us.

• Could you please advise which documents you sent or uploaded to have your account verified?

Looking forward to hearing from you.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so.