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I have this sum of 360 euros which is blocked for withdrawal. After so many sending of documents, according to them there are inconsistencies. I wanted to understand how to proceed or if I should put a lawyer

ho questa somma di euro 360 che è bloccata per il prelievo. Dopo tanti invii di documenti , secondo loro ci sono incongruenze,. Volevo capire come fare procedere o se mi conviene mettere un legale

Dear Riccardo,

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.

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

Hello there are inconsistencies when it comes to my residence. I sent the necessary documents with the related historical account in my name.

Buongiorno ci sono incongruenze per quando riguarda la mia residenza. Ho inviato i documenti che servivano con relativi storico conto a me intestati.

Could you please explain in more detail what inconsistencies? Thank you very much.

Are you aware of entering a different address when registering your account from the one displayed on your documents?

Yes, because I changed residence, however, I am always domiciled in Latina where I registered years ago

Si perché ho cambiato residenza però ho il domicilio sempre a Latina dove mi ero registrato anni fa

Have you provided all the requested documents, please?

• an explanation of the inconsistency, (written justification)
• a confirmation of the correct address
• and consent to update the data in your account.

I have already explained the problem by telephone to the operator Salvatore. It is useless to say the same things. Tell me what to do or I'll write a letter with the necessary documents and tell me the exact address.

Già ho spiegato per telefono all’operatore Salvatore la problematica. È inutile dire le stesse cose. Ditemi che devo fare oppure faccio una lettera scritta con i documenti necessari e mi dite l’indirizzo esatto.

I just need you to confirm that you have provided all the requested documents to the casino to explain the differences between the two addresses. Thank you very much.

Good morning I sent everything. I have a residence in Foggia for work and therefore rented and I own a house in Minturno in the province of Latina where I go twice a month. In any case, the address of Latina is marked in the documents

Buongiorno ho inviato il tutto. Ho la residenza a Foggia per lavoro quindi in affitto e ho casa di proprietà a Minturno provincia di Latina dove vado due volte al mese. Nei documenti è segnato l’indirizzo di Latina comunque

Thank you very much, Riccardo, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you and happy holidays

Ti ringrazio e buone feste

Hello Riccardo!

I will take care of your complaint from now on. I would like to invite representatives of Voglia di Vincere Casino into this complaint in order to help us resolve the verification issue.

More than anything else we can call it a complaint. I just wanted to send a letter from a lawyer about this mistake which doesn't actually happen in other casinos. But luckily the problem was solved anyway.

Più che altro possiamo chiamarlo reclamo . Volevo mandare solo una lettera di un legale per questo disguido che in altri casinò non succede in effetti. Ma comunque fortunatamente il problema si è risolto.

Dear Riccardo,

Do I understand correctly that your issue was already resolved?

Yes Martin all ok thanks anyway

Si Martin tutto ok grazie lo stesso

Hello again,

Thank you for letting us know about the success, I am very pleased to see this. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Dear happy holidays

Gentilissimi buone feste