Casino MaxCazino - Der Spieler hat Schwierigkeiten, die Kontoüberprüfung abzuschließen.

Hi! I just entered this casino and to begin with it was a bummer, they asked me for account verification, SWIFT, IBAN (I'm from Mexico so I had to put CLABE), I did not accept withdrawals for cards etc. The fact is that now they ask me to validate my identity with an account statement where the card number appears, the problem is that in all the account statements that I have, the card number does not appear, only the account number Clabe and the RFC (I am Bancomer), it also asks me to send a screenshot of the amount I deposited and that my name also appear in the data, which I do not know where to get because in my movements only the reference appears. Some help? Or have I been scammed? The truth is that I am already fed up with this casino.

Hola! Recién entre a este casino y para empezar fue un rollo, me pedían verificación de cuenta, SWIFT, IBAN (soy de Mexico así que tuve que poner CLABE), no aceptaba retiros por tarjetas etc. El caso es que ahora me piden que valide mi identidad con un estado de cuenta donde salga el numero de la tarjeta, el problema es que en todos los estados de cuenta que tengo no sale el numero de la tarjeta, solo el numero de cuenta el clabe y el RFC (soy Bancomer), además me pide que mande screenshot del monto que deposité y que aparte salga mi nombre en los datos, cosa que no sé dónde conseguir porque en mis movimientos solo aparece la referencia. Alguna ayuda? O he sido estafado? La verdad ya estoy harto de este casino.

Dear jmanolo98,

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.

Do I understand correctly that verifying your depositing payment method seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear jmanolo98,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.