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This casino is giving me anxiety.

I've been trying to verify my account since the 3rd.

I've already sent ALL the documents requested, I could perfectly buy a house or open an account with all the documents I've already sent, and still they don't verify my account.

The answers are always the same. I've been exchanging emails with them since the 3rd and it's always the same, I send the document, they say that a team will check it, another email comes saying that what I sent is not accepted, and I send what they tell me.

I've been doing this since the 3rd, I don't know what to do, I've already sent the most official documents I could send as proof of address and they still don't check me. My level of regret for choosing this casino...

Este casino está me a dar ansiedade.

Ando desde dia 3 a tentar verificar a minha conta.

Já enviei TODOS os documentos pedidos, podia perfeitamente comprar uma casa ou abrir uma conta com todos os documentos que já enviei, e ainda assim não me verificam a conta.

As respostas são sempre as mesmas. Tenho trocado e-mails com eles desde dia 3 e é sempre igual, envio o documento, eles dizem que uma equipa vai verificar, vem outro e-mail a dizer que o que enviei não é aceite, sendo que envio o que me dizem.

Ando nisto desde dia 3, não sei o que fazer, já enviei os documentos mais oficiais que podia enviar como prova de endereço e ainda assim não me verificam. O meu nível de arrependimento por ter escolhido este casino...

Dear jessiehart,

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 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?

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 jessiehart,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Good afternoon.

The situation has already been resolved, I was waiting to confirm before writing here.

After a lot of insistence on my e-mail, it must have worked somehow.

I will not be using this casino again.

Thank you for the attention and support of this platform.

Boa tarde.

A situação já foi resolvida, estive à espera para confirmar antes de escrever aqui.

Após bastante insistência minha por e-mail, deve ter funcionado de alguma forma.

Não voltarei a utilizar este cassino.

Obrigada pela atenção e apoio desta plataforma.

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