bCasino - プレーヤーの認証と出金に遅れが生じています。

My issue is that I submitted all my information 12 days ago to verify my account and initiate my withdrawal, and nothing has happened. I've been in touch on a daily basis and I'm simply told that it's with the verification department, which is starting to sound suspicious. It seems like they don't want to pay my winnings. During the last chat session, I was told that I would receive a response within an hour, but nothing. Could you please assist me?

Mi problema es que mandé todos mis datos desde hace 12 días para verificar mi cuenta y Aser mi retiro y nada me e comunicado diario y soloe dicen está en el departamento de verificación lo cual ya me suena raro oss bien que now quieren pagar mi ganancia incluso en el último chat. El cual anexare foto me pusieron que en una hora ya tendría respuesta y nada me pueden ayudar por favor

Dear emmanuelmoreno221, 

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 takes 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? 

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 emmanuelmoreno221,

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.