LeoVegas Casino - El jugador tiene problemas para completar la verificación de la cuenta.

The casino is asking me to verify, I already uploaded my credit card and it was verified as well as my proof of address, only the identification is missing, which I told you that I have a legal document which the government of Canada gave me because I am in a program of request for refuge and they do not want to make it valid I have offered them bills for the internet cell phone plan statement of accounts copy of the passport and they do not give me any solution I want them to verify my account to make withdrawals since they do not ask for anything to deposit

El casino me está pidiendo verificar ya subí mi tarjeta de crédito y fue verificados al igual que mi comprobante de domicilio solo falta la identificación la cual les comento que yo tengo un documento legal el cual me dió el gobierno de Canadá por qué estoy en un programa de demanda de refugio y ellos no lo quieren hacer válido les he ofrecido facturas de internet plan celular estado de cuentas copia del pasaporte y no me dan solución alguna quiero que verifiquen mi cuenta para hacer retiros ya que para depositar no piden nada

Dear Gio95,

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.

Do I understand correctly that providing a picture ID seems to be the obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Gio95,

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.