Tipwin Casino DK - Hráč má potíže s dokončením ověření účtu.

Hi. I registered in the casino, I did all the steps correctly, I deposited 800 kroner for the game and he gave me 800 kroner as a prize, but now I have 1800 kroner in my gaming account, I can not play with it, I can not even get my 800 kroner back I sent them an email that your account has not been activated yet. You must send me the documents on the residence card or passport or certificate. I sent the residence card, but they say it is not valid. I live legally in Denmark and I have no problems. Please help me.

Hej.Jeg registrerede mig i det casino, jeg gjorde alle trin korrekt, jeg deponerede 800 kroner for spillet, og han gav mig 800 kroner som en præmie, men nu har jeg 1800 kroner på min spilkonto, jeg kan ikke spille med det, jeg kan ikke engang få mine 800 kroner tilbage Jeg sendte dem en e -mail om, at din konto ikke er blevet aktiveret endnu. Du skal sende mig dokumenterne på opholdskortet eller pas eller certifikat. Jeg sendte opholdskortet, men de siger, at det ikke er gyldigt . Jeg bor lovligt i Danmark, og jeg har ingen problemer. Vær venlig at hjælpe mig.

Dear Saman,

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? 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

Dear Saman,

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 rejecting 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.