Casinoin - 検証の問題により、プレイヤーの引き出しが遅れています。

hello i oppend casinoin one week ago. At first i made a 900euro withdraw and i took the money in my card instant. The next day i made a 1000euro withdrawal and they asked me for verifycation. I have send all the nedeed documents but they have nit verify my account. I need help and i want to know if they are gonna scam me or give me my money

Dear rospi, 

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? 

When was the last time you communicated with the casino customer support regarding your verification?

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