Alphawin Casino - Hráč se snaží dokončit ověření účtu.

Hello, I want to complain about KYC verification in this site alphawin.bg

Few weeks after my registrashion I still do not have verified account, because the casino want from me 1st ID both side, later they want another document Internation Passport or Driving Licence, next they want document for proof of address, next they want a selfie with me and ID next to my face and I sent all of the documents. The problem is that they want this documents on every 3-4 days and I want 3 weeks for something that usually take about 24-48 hours. And now after 3 weeks they want from all of the documents again. I have arount 1000BGN and I am not able to withdraw them. Terrible support and untrusted site.

Dear Nikoleta,

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.

Could you please confirm that you have provided all the required documents in a timely manner and in the correct format? When exactly did you send the last document?

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

Dear Nikoleta,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.