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I've been trying to withdraw my money, I've already sent all the iban proof documents, account statements at the address purchased, now they ask me for a document that is impossible to acquire in Portugal, with the bank's address, I've called my bank and no it is possible to obtain this document. this site does not seem to me to be reliable, beware

Tenho tentado levantar o meu dinheio, já enviei todos os documentos comprovativos de iban extratos de conta no comprou de morada,agora pedem me um documento que é impossível de adquirir em Portugal,com a morada do banco, já liguei para o meu banco e não é possível obter esse documento.este site não me parece nada fiável, cuidado

Dear 1234ivo,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?

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

Sorted out

Resolvido

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, 1234ivo, 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