Hello,
I am writing regarding the ongoing KYC verification of my account and the blocked withdrawal.
Since October 2nd, I have repeatedly submitted the required documents. At this point, all documents have been accepted except for proof of address, which has already been rejected several times with the request to “send something else.”
Documents previously submitted:
Photo of the registration page from my passport
Utility bills
Bank statements
In this email, I am attaching additional documents confirming my residential address.
Please:
Accept the attached documents.
Clearly specify which exact document is still required if these are not sufficient.
Complete the verification process and unlock the withdrawal of $60, which was requested before the account was blocked.
I kindly ask for a clear response within 24–48 hours and request that the process not be delayed any further.
Best regards
Hello,
Thank you for submitting your complaint regarding the verification of your Thunderpick account and the pending $60 withdrawal.
PlayersTime has reviewed Thunderpick's current verification terms. The operator is entitled to request additional identification and proof-of-address documents before processing a withdrawal. However, as you state that several address documents have already been rejected, we would like to establish exactly what Thunderpick has requested and why the documents were declined.
Before we contact Thunderpick, please provide privately, if available:
- screenshots of the messages rejecting your proof-of-address documents;
- the dates on which each document was submitted and rejected;
- confirmation of the types of documents submitted;
- evidence showing the pending $60 withdrawal and its current status; and
- any message from Thunderpick explaining the specific requirements your proof of address must meet.
Once we have reviewed this information, PlayersTime will contact Thunderpick and ask the operator to clearly identify what remains outstanding and what specific document would satisfy the verification requirement.
The complaint has been changed to Waiting for Player.
PlayersTime Complaints Team