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

I requested a withdrawal 5 days ago which has now been declined saying the kyc was not complete. But I don't know why? I have sent all the documents.

Ich habe vor 5 Tagen eine Auszahlung beantragt, die jetzt abgelehnt wurde, mit dem Hinweis, das Kyc wäre nicht vollständig. Ich weiß aber nicht warum? Ich habe alle Dokumente geschickt.

Dear pgtbnxnp2r,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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 pgtbnxnp2r,

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, 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.