Palace of Chance Casino - プレイヤーのKYCが遅れています。

I want to cash out, so I want to complete KYC, but they won't approve it. I've sent my driver's license and my number multiple times. I want them to check it.

キャッシュアウトしたいので、KYCを完了させたいのですが、承認してもらえません。免許証やマイナンバーを何回も送ってます。確認して欲しいです。

Dear donto15444,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're facing with getting your KYC verification approved.

To better understand your situation, could you please provide more details on the following?

• When did you first submit your documents for verification?
• Have you received any response from the casino regarding why your KYC is not being approved?
• Did they request any additional documents beyond your driver’s license and phone number?
• Is your account still fully accessible, or have any restrictions been placed on it?

Your cooperation in providing this information is crucial so we can properly investigate and assist you in resolving this issue. If you have any relevant emails or screenshots of communication with the casino, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear donto15444,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.