Mr Fortune Casino - A retirada do jogador está atrasada devido a problemas de verificação.

Support has stopped responding to me regarding the verification of my account, despite having sent my documents over 15 days ago. They are only giving me the option of an international withdrawal. However, they clearly state they are compliant in my country. I can't withdraw my money, please help.

Me han dejado de contestar en soporte sobre la verificación de mi cuenta cosa que tiene más de 15 días de haber enviado mis documentos. Me dan solo la opción de retiro internacional. Cuando claramente dicen estar en regla en mi país. No puedo retirar mi dinero ayuda

Dear anapaolacesena, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? The screenshots you sent us with your complaint are of low resolution, so I am unable to read them.

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

Best regards, 

Veronika

Dear anapaolacesena,

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.