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Last night, I entered my account as usual, with "access with Google" and I made deposits and I have bet until I have a profit of 800 euros. I have proceeded to withdraw the funds, and they have asked me to verify the account. Well, my surprise today is that I want to enter my account with the same procedure "access with Google" and it comes out that access is blocked.

En la noche de ayer ingrese a mi cuenta como siempre, con" acceder con Google " e echo depósitos y he apostado hasta tener unas ganancias de 800 euros. He procedido a la retirada de fondos, y me han pedido verificar la cuenta. Pues mi sorpresa hoy es que quiero entrar a ni cuenta con el mismo procedimiento " acceder con Google " y sale que el acceso está bloqueado.

Dear ADAN523,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I truly believe your account is blocked just temporarily till the KYC verification will be completed.

Thank you in advance for your reply.

Best regards,

Petronela

This access problem has been resolved, now the complaint is another: They are taking a long time to make the withdrawal effective. 2 days ago I applied. And seeing here complaints from other users, I see that this casino does not comply

Este problema de acceso ha sido resuelto, ahora la queja es otra: Están tardando mucho en hacer efectivo el retiro. Hace 2 días que lo solicité. Y viendo aquí quejas de otros usuarios, veo que este casino no cumple

I fully understand your frustration, Mark. I'm pleased to hear that your account was verified successfully. Now, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear ADAN523,

Have there been any developments since our last conversation, please? 

Dear ADAN523,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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.