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Hello, I have a problem with my account verification and I can't withdraw. I'll tell you last week I made two withdrawals of €50 each, I put my ID and a bank statement. Now I have 4000 to withdraw and it tells me that I have made several attempts and I sent an email to kyc but he does not answer at the moment. If the support has answered but it is not within your competence. Also a doubt both in the ID and in the invoices and extracts I have the same town and city address but the street is different because I moved. What I don't understand is that I was able to withdraw last week and now this. I am very distressed. Not for the 4,000, but for the €600 that I deposited. Please help me.

Hola, tengo un problema con la verificación de mi cuenta y no puedo retirar. Te cuento la semana pasada hice dos retiros de 50€ cada uno, puse mi dni y un estracto bancario. Ahora tengo 4000 para retirar y me pone que he hecho varios intentos y mande un mail a kyc pero no contesta de momento. Si ha contestado el soporte pero no es de su competencia. Tambien una duda tanto en el dni como en las facturas y estractos tengo la misma direccion de pueblo y ciudad pero la calle es diferente por que me mudé. Lo que no entiendo es que si pude retirar la semana pasada y ahora esto. Estoy muy angustiada. No por los 4000 si no por los 600€ que yo deposite. Por favor ayudenme.

Dear Marianmj,

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 a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yesterday I got the anxiety and I sent 40 emails to kyc and they don't answer me. I have sent them my ID and everything I have from the bank. Extracts of mine, electricity bill. In my extracts is the street where I currently live and on my ID it says the street of my parents where I lived. But town, city and country is the same. I also sent an extract of my parents with the name of the 3. Since my ID puts their names. But they don't answer me. I am very nervous

Ayer me pudo la ansiedad y les mande 40 mails a kyc y no me responden. Les he enviado mi dni y todo lo que tengo del banco. Estractos mios, factura de luz. En mis estractos esta la calle donde vivo actualmente y en mi dni pone la calle de mis padres donde vivía. Pero pueblo ciudad y pais es la misma. Tambien envíe estracto de mis padres von nombre de los 3. Ya que en mi dni pone sus nombres. Pero es que no me contestan. Estoy muy nerviosa

I just received this reply: The uploaded proof of address was rejected due to:

- the absence of the user's full address

Please provide a valid proof of address. You must meet the following requirements:

- must contain your full home address

Best regards

I've sent them a bunch of stuff from the bank, and they say no. Please help me!

Me acaban de contestar esto: El comprobante de dirección subido fue rechazado debido a:

- la ausencia de la dirección completa del usuario

Proporcione un comprobante de dirección válido. Debe cumplir con los siguientes requisitos:

- debe contener la dirección completa de tu casa

Saludos cordiales

Les he enviado un monton de cosas del banco, y dicen que no. Por favor ayudenme!

I have already been able to verify but I have another problem, it tells me that I have to activate a bonus that they gave me in sports betting, I don't know how to bet on that. I've only played minigames and I don't know how to activate or bet. This is bullshit.

Ya he podido verificar pero tengo otro problema, me dice que tengo que activar un bono que me dieron en apuestas deportivas, no se apostar en eso. Yo solo he jugado a minijuegos y no se como se activa ni se apuesta. Esto es un cachondeo.

All solved, thank you very much!

Todo resuelto, muchas gracias!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Marianmj, 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