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they blocked my account with the amount of 7507usdc and assigned me to go through 4 levels of verification. I passed three levels, on the fourth they deliberately rejected my documents. They were sent exactly everything they asked for, payroll statements and a bank statement with salary deposits to the card, but they reject and ask in the chat literally that I send them what was already sent again, and so on endlessly. I have a suspicion that they are doing this on purpose. I ask you to help me, because I do not know what to do anymore

мне заблокировали аккаунт с суммой 7507usdc и назначили пройти 4 уровня верификации. Три уровня я прошел, на четвертом они специально отклоняют мои документы. Им было отправлено в точности все что они просили, ведомости по заработной плате и банковская выписка с зачислениями заработной платы на карту, но они отклоняют и просят в чате буквально чтобы я отправил им то, что было уже отправлено снова, и так бесконечно. У меня есть подозрение что они это делают специально. Прошу вас помочь мне, потому что я не знаю что мне уже делать

Dear codyg062,

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 (except for those you already listed in your message) and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Dear codyg062,

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.