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- The topic of KYC (Know Your Customer) can be a touchy one in online casinos.
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- I contacted support to ask about my wager and why my balance was divided into 2 balances but I got none the wiser.
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We could not locate an online contact form or any additional ways to get in touch. If you need additional assistance, you can email the casino. Within the live chat feature, you can also visit the Helpdesk. If you visit the casino’s responsible gambling tab, you’ll also find a link that leads you to a self-test or to find additional information about problem gambling. Once you have uploaded your documents and information, it will take the casino up to 24 hours to verify your account. However, you can withdraw €10,000 per 24 hours or €50,000 per month.
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I have included the log of this support session. I contacted support to ask about my wager and why my balance was divided into 2 balances but I got none the wiser. I also noticed my balance was divided into “account balance” and “bonus balance” which I did not understand. I’ve tried to submit withdrawal request but its totally blocked. I assume their website uses SumSub and I’ve uploaded my passport and did go through liveness check. I put my identity card and did the selfie and after more hours i can not access to my account.
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- Given that there are no archive of past bets (the give access to 100 bets maybe, with no specific info, hash or id) I could not verify them.They couldn’t see any problem, and didn’t understand why anyone would question why someone would ask a verification.
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If you use some ad blocking software, please check its settings. Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling. The player agreed to remove the complaint upon receiving her additional winnings, and the complaint was marked as resolved. His account was blocked for withdrawals and bonuses despite being able to gamble, and he experienced delays in the verification process, which normally took 48 hours. He had previously completed the initial KYC process with his driver’s license and submitted additional documents upon request, but had been banned.