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and I haven't been able to withdraw my winnings for 3 days, I sent all the documents they require and they cancel everything, I don't know how to do it

e da 3 giorni che non riesco a fare il ritiro della mia vincita , ho mandato tutti i documenti che richiedono e me la annullano tutto non so come fare

Dear giuseppecapeto01,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

 Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi thomas what is kyc verification?

however it is the first time that I make a withdrawal

Ciao thomas che cos’è la verifica kyc?

comunque è la prima volta che faccio un prelievo

Dear giuseppecapeto01,

The verification KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Hi Thomas, but I don't have a phone bill, I haven't charged anything, what should I do? I want the money

Ciao thomas ma io bolletta del telefono non ne ho , non ho carico niente come devo fare? Io i soldi li voglio

I am dependent on my parents as I have to recover my money from my winnings

Io sono a carico dei miei genitori, come devo recuperare i miei soldi della mia vincita

I tried to withdraw my winnings of 4000 euros

I have sent all the required documents. All my documents have been approved, however they keep asking me for more information about my bank documents. They want a screenshot of my deposit showing the deposit to the casino and also showing my name. My bank doesn't show the sender's name. I sent them two screenshots. One of the deposit. One of my accounts showing my name.

then they came back and wanted front and back copies of my debit card. I sent it but since my name isn't on it they say I can't prove it's my card.

i sent proof of address, proof of id. all approved.

I don't know what else to do.

You can help me?

Ho provato a prelevare la mia vincita di 4000 euro 

Ho inviato tutti i documenti richiesti. Tutti i miei documenti sono stati approvati, tuttavia continuano a chiedermi ulteriori informazioni sui miei documenti bancari. Vogliono una schermata del mio deposito che mostri il deposito al casinò e mostri anche il mio nome. La mia banca non mostra il nome del mittente. Ho inviato loro due screenshot. Uno del deposito. Uno dei miei account che mostra il mio nome.

poi sono tornati e volevano le copie fronte e retro della mia carta di debito. L'ho inviato ma poiché il mio nome non è su di esso dicono che non posso dimostrare che è la mia carta.

ho inviato prova di indirizzo, prova di Id. tutto approvato.

Non so cos'altro fare.

Mi potete aiutare?

Could you please explain how come your name is not on the debit card you used for the deposit? Is it your card or the card of someone else?

The card is mine, everything is written, even the iban is underneath, but my name is not there, what should I do? I want the money

La carta é mia ce scritto tutto, pure l’iban ce sotto ma non c’è il mio nome come devo fare? Io i soldi li voglio

Did your bank issue this card? Do you have a document saying the card was issued to you? What type of card is it?

my card is a post pay evolution and I went to the post office this morning and they gave me the sheet but the history of the documents gives me approval but they cancel the withdrawal

la mia carta e una post pay evolution e sono andato stamattina in posta e mi hanno dato il foglio ma la cronologia dei documenti mi da approvato ma mi annulano il prelievo

Can you help me please

Mi può aiutare lei per favore

Did the casino explain why the last withdrawal request was canceled? Did the casino advise you to submit other types of documents, or did they advise you to try again to request a withdrawal?

The casino told me to send the documents with the name and number of the card I sent them, then they approved my card but they canceled my withdrawal, I don't know how to do it again I want the money otherwise I expect otherwise

Il casinò mi ha detto di mandare i documenti con nome e numero della carta li ho mandati, poi mi hanno approvato la carta ma mi hanno annulato il prelievo, non so più come fare ripeto io i soldi li voglio sennò prevedo diversamente

If the balance is returned to your casino account, I would recommend trying again via the same "withdrawal" menu as previously. Discuss with casino support if you encounter any issues and if the withdrawal request is still not accepted, let me know.

The live chat doesn't answer me they are never there and then when they answer they tell me the same things but they don't help me

La chat live non mi risponde non sono mai presenti e poi quando rispondono mi dicono le stesse cose ma non mi aiutano

Now I'm waiting that I made a withdrawal and it's pending, but what makes me angry is that on the document history it gives me the previous documents approved but cancels the withdrawal

Can you help me please otherwise I'll take action

Ora sto aspettando che ho fatto un prelievo ed e in sospeso, però quello che mi fa arrabbiare e che sulla cronologia dei documenti mi da approvato i documenti precedenti ma mi annulla il prelievo

mi può aiutare lei per favore sennò prendo provvedimenti

I received a message stating that the account has been verified now what should I do?

mi e arrivato un messaggio com scritto che l’account e stato verificato ora cosa devo fare?

Hello giuseppecapeto01,

Please understand withdrawals sometimes are canceled for a variety of reasons. If your withdrawal is pending while your account is verified I am positive it's only a matter of time before you receive your winnings. Keep us informed about the withdrawal status.

Dear giuseppecapeto01,

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.