Thank you for the request provided.
I would like to ask @AskGamblers Team to make this complaint as private since the customer is revealing the details of his KYC process that is different from the general one.
I would like to specify that the customer in question was requested to undergo the KYC which is usually within 5 business days. However, if there are any signs of suspicious/illegal activity, our Security department may conduct additional checks to make sure that this is the real owner of the account and all the payment transactions are legitimate.
We are sorry for the inconvenience caused to the customer, however according to the T&Cs the customer agreed to:
11.6. If internal inspections conducted by the Company's specialists reveal any signs of illegal actions by the Client, the Company may cancel all registered Bets, block the Client's account, and conduct an additional investigation of such actions, in particular request documents from the Client as may be required for such investigation. If the investigation proves that the Client has not committed any illegal actions, the client account will be unblocked. In other cases, including, but not limited to, non-provision, or provision of an incomplete package of documents, or other attempts by the Client to prevent the additional investigation, the Company may close the Client's account and apply to law-enforcement authorities. This investigation may take up to 30 business days, in some exceptional cases more than 30 business days.
Once the customer has been provided all the requested documents, the account will be verified. For now we kindly ask the customer to send all the necessary documents to speed up the processing of his case.
Once again, please accept our apologies for any inconvenience caused.