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Good evening, I have played on this casino. I have already received 2 withdrawals of €700, with this third withdrawal of €1800 I am having problems. They keep telling me to send a copy of a credit card that I've never used I don't know which card of yours. I sent pictures of the only one I used. I don't know how to do it anymore. Can you help me? Thank you

Buonasera, io ho giocato su questo casino. Ho già ricevuto 2 prelievi da 700€, con questo terzo prelievo da 1800€ ho dei problemi. Continuano a dirmi di mandare la copia di una carta di credito che io non ho mai utilizzato non so che carta sua. Ho mandato le foto dell’unica che io ho utilizzato. Non so più come fare. Potete aiutarmi? Grazie

Dear superzani3,

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 verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I have a verified account and have already made two withdrawals in the past. They say to verify a card: 515520XXXXXXXX81 which is not mine. I have always used only a card that has already been verified. By now the amount has reduced to €700 but I want to be able to withdraw more in the future without problems. Thank you

Si ho un account verificato ed ho già effettuato due prelievi in passato. Loro dicono di verificare una carta: 515520XXXXXXXX81 che non è mia. Io ho usato sempre solo una carta già verificata. Ormai l’importo si è ridotto a 700€ ma voglio poter prelevare altro in futuro senza problemi. Grazie

Good morning, I inform you that after further checks the withdrawal has been accepted. Thank you

Buongiorno, comunico che dopo altre verifiche il prelievo è stato accettato. Grazie

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, superzani3, for your 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