Sol Casino - Der Spieler kann die Kontobestätigung nicht abschließen.

Dear, I am not able to verify my password to withdraw my money. All the documents that I put together are refused, I put them all together as requested.

Prezados, não estou conseguindo verificar minha senha para sacar meu dinheiro. Todos os documentos que eu junto são recusados, juntei todos da forma que foi pedido.

Dear duduitj,

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 advise which documents you have already provided and when exactly did you send the last one? Do I understand correctly that verifying your ID is the last obstacle between you and your winnings? Did you receive any feedback from the casino, as to why your passport is not accepted?

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,

Tomas

Dear duduitj,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.