Thank you for expressing your concerns with us.
We did ask you to provide us with photos of better quality. According to Terms and Conditions, the photos must be provided in good quality only so that we can make sure they really belong to the player, and therefore we can verify the player.
Furthermore, 3.2.4. provision of our Terms and Conditions states: We reserve the right to use additional procedures and means to verify your identity (please see below the list of requested documents, as example) when effecting deposits into your Member Account.
Non-exhaustible list of required documents:
- Valid ID (Drivers License, Passport or National Identity Card) and/or
- Utility Bill (full name, address and date should be fully visible showing proof of residence and/or
- Debit/Credit Cards (photo of front and back) and/or
- Bank Statement (internet bank screenshot of a suitable page) and/or
- E-Wallet. If you deposit or withdraw to an e-wallet such as Skrill or Neteller, to verify this the operator can request mainly a screenshot of your "profile", showing your User ID/registered email and name. The operator can request a screenshot of a specific transaction from this method as well.
This is why we asked you to provide us with a Utility Bill whilst your account was on verifying status. We’re still waiting for your Utility Bill to process your withdrawal.
Please don't hesitate to contact us any time, and we will help you to submit these documents to the appropriate department and get you your winnings faster!