Casilando Casino - Der Spieler hat Probleme mit der Verifizierung.

I have been trying to verify my account and make a withdrawal for over a year

tengo mas de un año intentando verificar cuenta y realizar el retiro

Dear phaug1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

does not accept any of my provided documents and should

no acepta ninguno de mis documentos proporcionados y deberian

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Thank you in advance.

I already sent you several emails and there are more that I have in another email, normally through you they solve and release the money?

ya te envie varios correos y faltan mas que tengo en otro correo, normalmente a traves de ustedes solucionan y sueltan el dinero?

Thank you, phaug1, for your reply and forwarded documents and communication. Do I understand correctly that the casino couldn't verify your Proof of Identity? Could you please explain what the issue was?

The identity has already been verified, the address cannot be verified

I have already presented all kinds of documents and nothing

la identidad ya se verifico el domicilio no lo logro

ya he presentado todo tipo de documentos y nada

Could you please forward any relevant communication so we can better understand the reason why your address couldn't be verified?

Dear phaug1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.