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Hello, I'm having a problem with the KYC documents. I sent the required documents on October 13th, but then was asked for documentation related to the payment method. I sent those documents immediately, but they were not accepted. I provided a receipt of the payment from my bank's website. My deposit was made via Rapid Transfer where I entered my bank account details and authorized the transaction via my bank. Now they are requesting a KYC document showing my Skrill account name. I do not have a Skrill account since I made the payment through Rapid Transfer and authorized it via my online banking service. I also sent a message via the chat function, but continuously received the same response that I have to wait 48 hours. I have been waiting and sending messages via chat, but they are not expediting the process even though this issue does not result from any mistake on my part since my payment was made through Rapid Transfer rather than a Skrill account. How can I provide the correct KYC document when my deposit was made via my bank, and not through a Skrill wallet? Could you please assist? My withdrawal request will not be processed unless I provide a screenshot of a Skrill account, which I do not possess. I also sent the receipt I received via email, which is awaiting a response and will likely not be accepted as well. I look forward to hearing from you.

Hei, minulla on ongelma Kyc-asiakirjojen kanssa. Lähetin dokumentit mitä vaadittiin 13.10, mutta sit pyydettiin maksutavasta dokumentti. Lähetin dokumentin samantien, joka ei heidän mielestään kelvannut. Laitoin kuitin maksusta pankkini sivusta. Talletin Rapid transferin kautta eli syötin tilinumeroni ja hyväksyin sen pankkini kautta. Nyt he vaativat kyc-asiakirjaa jossa pitäisi näkyä skrill tilini nimi. Minulla ei ole skrill tiliä sillä maksoin sen rapid transferin kautta ja hyväksyin sen verkkopankkini kautta. Laitoin myös chatin kautta viestiä josta saan aina saman vastauksen. Minun pitää odottaa 48h tuntia. Olen nyt odotellut ja laittanut chattiin viestiä, eivätkä he nopeuta prosessia vaikka kyseessä ei ole minun vikani, sillä en ole maksanut skrill tilillä vaan rapid transferin kautta. Miten voin laittaa oikean kyc-asiakirjan jos en ole skrill lompakolla maksanut talletusta vaan pankkini kautta. Voisitteko auttaa, nostoa ei käsitellä ellen lähetä kuvaa skrill tilistä mitä minulla ei ole. Lähetin myös sähköpostiin tulleesta kuitista,joka odottaa nyt vastausta, joka todennäköisesti ei taaskaan käy. Odotan yhteydenottoanne.

Dear Zorafina,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi, so it's a rapid transfer deposit that doesn't require a Skrill account. Now when I tried to make a withdrawal, they ask for a Skrill account, which I don't have, and the withdrawal doesn't move. The other documents were accepted, but a Skrill account is still required even though I don't have one because I made the deposit via rapid transfer..

Hei, kyseessä siis rapid transfer talletus, johon ei skrill tiliä ei tarvita. Nyt kun yritin tehdä noston niin kysyvät skrill tiliä, mitä minulle ei ole, ja nosto ei liiku. Muut dokumentit hyväksyttiin, mutta vaaditaan edelleen skrill tili vaikka sellaista minulla ei ole sillä tein talletuksen rapid transferin kautta..

Still, one document does not work, I have asked again if this is the right document that works, and I have received an answer from them that it is. The job starts from the beginning every time, and the withdrawal does not progress at all. If it is possible, I will also send you the documents. Would you please reply quickly.

Edelleenkään, yksi dokumentti ei käy, olen kysynyt vielä onko tämä oikea dokumentti joka käy, niin heiltä olen saanut vastauksen että on. Homma alkaa joka kerta alusta, eikä nosto etene ollenkaan. Jos on mahdollista niin lähetän dokumentit myös teille. Vastaisitteko pikaisesti.

I also asked Skrill's customer service for confirmation that I do not have a Skrill account and that the transfer was made via rapid transfer. The document can be found here, which I also sent to Bluvegas customer service, where he forwarded it again, and didn't say anything about the estimate.

Pyysin myös skrillin asiakaspalvelusta vahvistuksen että minulla ei ole skrill tiliä ja siirto on tehty rapid transferin kautta. Dokumentti löytyy tästä jonka myös laitoin Bluvegasin asiakaspalveluun, jossa hän laittoi taas eteenpäin, eikä sanonut aika arviosta mitään.

I think it's strange to ask/unreasonable to ask for the wrong kyc document for a week (first they required the skrill account number and said that I deposited via Skrill, even though I deposited via Rapid Transfer, I asked skrill to confirm that the deposit was via rapid transfer, (I also provided this) and now the document has changed bank statement to the document). I delivered the bank statement, which again takes 48 hours to process. This delay is starting to worry me a bit.

Mielestäni outoa pyytää/ kohtuutonta pyytää ensiksi viikon ajan väärää kyc-asiakirjaa (ensiksi vaadittiin skrilli tilin numeroa ja sanottiin että talletin skrillin kautta, vaikka talletin Rapid transferin kautta, pyysin skrilliä vahvistamaan että talletus oli rapid transferin kautta, (tämän toimitin myös)nytten dokumentti vaihtuikin tiliote dokumenttiin). Toimitin tiliotteen, jonka käsittelyssä kestää taas 48h. Alkaa vähän huolestuttamaan tämä viivytys.

The appeal can now be withdrawn, I got my discharge after all the twisting..

Valituksen voi nyt perua, sain kotiutukseni kaiken väännön jälkeen..

Dear Zorafina,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru