Rich Royal Casino - KYCのためプレイヤーの引き出しが遅れています。

I requested a withdrawal of five hundred euros on December 1st and 2nd. The following day, my withdrawals were frozen and a KYC verification process was requested. I uploaded the required information, but it hasn't been processed for over two weeks. Support keeps giving the same answer that it will take longer.

Ich habe am 1. und 2. Dezember eine Auszahlung von fünf hundert euro beantragt. Einen Tag danach wurden meine Auszahlungen eingefroren und ein Kyc Verfahren angefordert. Ich habe die daten dann hochgeladen doch sie werden seit über zwei wochen nicht bearbeitet. Support immer die selbe antwort das es noch dauert

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika