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They have disabled my account for not sending a selfie with my ID when I have verified the account before. With what entered there is and they close it to me. A selfie ?? So that c *** averr

Me han inabilitado la cuenta por no mandar un selfie con mi dni cuando ya verifique la cuenta antes. Con lo que ingresado hay y me la cierran. Una selfie?? Para que c*** averr

Dear Desxo,

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 and it’s nothing unusual to be prompted to send a selfie.

If you have been asked for a selfie with ID documents, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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,

Petronela

They have disabled it but I did not have money to withdraw

Me la han deshabilitado pero no tenia dinero para retirar

Could you please advise how you wish to proceed with this complaint?

I do not understand your question

No entiendo tu pregunta

Do I understand correctly that your account has been disabled with €0 active balance? No funds are being held by the casino, is that right?

Dear Desxo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.