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Casino takes a long time to verify documents, 2 days of waiting, they do not respond to chat or emails

Casino demora muito tempo para verificar documentos, 2 dias á espera não respondem no chat nem emails

Dear Tajas,

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.

I would recommend that you wait at least two full weeks so that the casino has enough time to go through all your documents. If your account is not verified by the end of this time frame, please let us know and we will intervene.

Thank you in advance for your patience.

Best regards,

Kristina

Dear Tajas,

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.

Unfortunately, we’re forced to close 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.