bCasino - El jugador está esperando que se aprueben sus documentos de verificación.

I have sent all the requested documents many times and I have also been told in the chat that all the requested documents have arrived. Still the withdrawal is not in my account yet. More than two weeks have already passed.

Dear alex.r,

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.

From the screenshots you provided us with, it seems that your identity documents are still being processed. Could you please advise which documents you have already provided and when exactly did you send the last one? Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Dear alex.r,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.