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Have they explained why your verification fails? You played with a bonus? By the moment try filing a complaint, you already waited too much

Hey, SunsetGaze gave you the right advice. Since we give casinos 14 days to resolve a KYC or withdrawal and you're long past that time, we'll try to help you out. 

However, what is the issue with your verification ? Did the casino say why the documents are not accepted ? 

I'll wait for the answer. 

Hello.

I checked both print screens, thanks for bringing them here, and found that the conversation says you are not fully verified because you provided a cropped statement, and in the previous version, your full name or address was missing.

To understand your situation fully and correctly, has anything changed in the meantime?

Can you confirm you passed the verification? The point is to provide all needed documents exactly as you were asked to. Only after that, your verification will be completed successfully.

As to your complaint, kindly mind the timer:

Anyway, I will be here for your reply. 🙏



Hi, from what I've seen of the screenshots, you were trying to verify your passport and had to take a selfie. Were you successful? Also, did you supply the documents that were previously cropped in the correct format and with all the information ? So are you successfully verified or not, because according to the screenshots I don't see anything like that from live chat, so that's why I'm asking. If you are not verified, what is the problem with the document still ?

In this situation you will need to go through this process successfully before you can withdraw money, probably that's why it's taken so long that you haven't been able to withdraw. 

I also saw that you have an open complaint, so if there are still some problems we will try to help, but so far I have a feeling that it's more of a failure that something is not delivered correctly to the casino. 😥🤔

I will wait for the answer.