21 Red Casino - El retiro del jugador fue rechazado después de la verificación.

Hello, I've won and had to verify my identity afterwards. That was successful after about 3 days. Afterward, I wanted to withdraw my winnings, but it got declined after 2 days. Now they're asking for a selfie with my ID. Is this allowed? Why should I do this after successful verification?

I also played without a bonus.

Hallo habe gewonnen und musste mich danach Verifizieren.Das hat auch nach ca.3 Tagen geklappt nun wollte ich auszahlen lassen, das wurde nach 2 Tagen abgelehnt.Nun soll ich ein Selfi mit meinen Perso machen.Ist das erlaubt?warum soll ich das nach erfolgreichen Verifizieren tun?

Habe auch ohne Bonus gespielt.

Dear stefan201079,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, 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

Dear stefan201079,

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 regarding 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.