Hiperwin Casino - Der Spieler hat Probleme mit den Dokumentenanforderungen.

The casino is asking for documents that have nothing to do with the deposit/withdrawal method I used. I deposited via PIX, and I'm requesting a withdrawal via PIX (which only requires my CPF) for payment. They're asking for a document that contains various pieces of information simultaneously in the same screenshot, but the bank has informed me that this screenshot doesn't exist. I have a screenshot of the conversation with the bank, where they confirm that such a document does not exist.

O casino pede documentos que não tem nada a ver com o método de retirada/depósito utilizado. Eu depositei via PIX, e estou solicitando a retirada via PIX (necessita somente do meu CPF) para o pagamento. Eles pedem um documento que contém várias informações ao mesmo tempo no mesmo print, e o banco já me informou que esse print não existe. Tenho o print da conversa com o banco, onde informam que esse documento não existe.

Dear marceloderiz,

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 this specific document is currently the only obstacle standing between you and successful verification? Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

Dear marceloderiz,

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.

marceloderiz informed us that the withdrawal was successfully processed, therefore we closed the complaint as resolved.