Complaint in review
Verification completed, but support still says KYC is outstanding
The documents page shows accepted next to every requested item. The last withdrawal reply still says my KYC is incomplete. I cannot see a new upload request. I want to know whether the remaining check concerns my identity, address or payment method, and where the request is supposed to appear.
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The conversation
2 replies · Oldest firstIn this caseRiverWalker · PlayerOlivia Chen · Case manager
Public replies from the player, the casino and the complaints team.
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Please describe the accepted items and the dates shown, without publishing your documents. We have asked the casino to specify the outstanding check rather than repeat the general KYC message.
We are reviewing the difference between the documents page and the payment review. The player will receive any additional request through the secure account channel.