CrownPlay Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Hello, I am having difficulties withdrawing my winnings because my proof of address verification has been denied several times. I have sent my bank statement and phone bill multiple times, but they have been repeatedly rejected.

Hola tengo inconvenientes para poder retirar mis ganancias ya que me han denegado varias veces la verificación de justificante de domicilio e enviado el extracto bancario y la factura de teléfono y me la han negado en reiteradas ocasiones

Dear juan123321,

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.

• Have you provided all the required documents as soon as possible and in the correct format?
• When was the last time you were in contact with casino support regarding the issue?
• Did you receive an explanation as the live chat agent suggested?
• Are there any options for you to submit proof of address other than what you already provided, such as a confirmation from your municipality?

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,

Tomas