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Hello, following regular use of my gaming account, I received an email on September 2 informing me that my gaming account was being checked. When I requested information and requested my availability to proceed with any type of check, after evasive responses that urged me to wait for a contact that never came, I was informed by the VIP team on September 30 that my account, as per the contract, could remain suspended for up to 180 days while the necessary checks were carried out. Waiting until March isn't a real problem, but I wanted to know if there was a way to expedite the verification/unblocking process and have my balance available so I could withdraw my balance at my convenience.

Salve, a seguito di regolare utilizzo del mio conto gioco ho ricevuto in data 2/9 una mail in cui mi si comunicava che si stavano effettuando delle verifiche sul mio conto gioco. Alla mia richiesta di informazioni e di disponibilità a procedere a qualsiasi tipo di verifica, dopo risposte evasive che mi invitavano ad attendere un contatto che mai avveniva, mi è stato comunicato dal team vip in data 30/09 che il mio conto, come previsto da contratto, poteva rimanere sospeso fino a 180 giorni per lo svolgimento delle dovute verifiche. Ora, attendere fino a marzo non rappresenta un reale problema ma volevo capire se ci fosse modo per accelerare i tempi della verifica/sblocco e di poter avere disponibilità del mio saldo per poter procedere a mio comodo al prelievo del saldo.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you are experiencing. To clarify your situation, I would like to ask you a few questions.

• What types of games did you play before the casino suspended your account?
• Has the casino specified whether the review is related to your gaming activity or your identity verification?
• Have you completed the full KYC verification?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.