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Hello, I have had problems with a withdrawal and it is due to account verification. I requested the withdrawal on February 2, 2023, to which they replied that I need to verify and validate my account (since when I created my account I uploaded information) so I sent my respective documents, they replied that they received them successfully and that they would proceed to validate them. I didn't know anything until I contacted him again days later on multiple occasions and they told me that the payment had already been processed and that it would be released in two or three days, which never happened... I keep communicating with them and now they ask me for more documentation, in the same way I send them to you via mail, time passes, I ask again and they tell me the same thing, I have done the same on more than 4 occasions. The last two times that I have communicated with them I have not received a response from the verification emails that they requested, they tell me to wait because the emails are answered in order of arrival. On one occasion they verified the documents by Telegram in a more personalized way, at that moment I uploaded the document that I needed, they validated it and told me that I would receive an email and verification and nothing, I did not receive it. I fly to communicate with them and the same. I understand that it takes time to verify the information and that it is requested on multiple occasions, but I think it is too long. And until today, May 29, 2023, I am still in the same situation.

Hola he tenido problemas con un retiro y se debe a la verificación de la cuenta. El retiro lo solicité el día 02 de febrero del 2023, lo cual me respondieron que necesita verificar y validar mi cuenta (siendo que al crear mi cuenta subí información) por lo que envié mis respectivos documentos, me respondieron que los recibieron de manera exitosa y que procederían a validarlos. Ya no supe nada hasta que me volví a comunicar días después en múltiples ocasiones y me decían que el pago ya se había procesado y que en dos o tres días se liberaba, lo cual nunca paso… me sigo comunicando con ellos y ahora me piden más documentación, de la misma manera se las hago llegar vía correo, trascurre el tiempo, vuelvo a preguntar y me dicen lo mismo, he hecho los miso en más de 4 ocasiones. Las últimas dos veces que me he comunicado con ellos ya no he recibido respuesta de los correos de verificación que me pidieron, me dicen que espere porque los correos se atienden en orden de llegada. En una ocasión verificaron los documentos por Telegram de manera más personalizada, en ese momento subí el documento que me hacía falta, lo validaron y me dijeron que me llegaría un correo y verificación y nada, no me llego. Vuelo a comunicarme con ellos y lo mismo. Entiendo que se lleva un tiempo en verificar la información y que en múltiples ocasiones la solicitan, pero creo que es demasiado tiempo. Y hasta hoy 29 de mayo del 2023 sigo en la misma situación.

Dear IsmaelJacobo19,

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, however, I believe that the casino had enough time to verify your documents.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Good morning, I have sent the documents on time and they have not commented on the formats or types of documents.

The documents I have provided via email are:

• Account statement of no more than three months in PDF
• Photograph of the physical bank card in JPG
• Screenshot of the app where the digital card number is shown in JPG
• Proof of the printed ATM ticket showing the account number and the latest movements in JPG.

In the system, the documents that I have loaded are:

• Front/Back Official Identification
• Proof of address
• Account status
• And I re-uploaded the printed ATM ticket voucher where the account number and the last movements can be seen

The last email I sent was on April 12, 2023.

Thank you very much in advance, I stay tuned for anything.

Buen día, he enviado los documentos en tiempo y no me han hecho observación sobre los formatos o los tipos de documentos.

Los documentos que he proporcionado a través del correo electrónico son:

• Estado de cuenta de no mayor a tres meses en PDF
• Fotografía de la tarjeta bancaria física en JPG
• Screenshot de la app donde se muestra el número de tarjeta digital en JPG
• Comprobante del Ticket impreso del cajero automático donde se aprecia el número de cuenta y los últimos movimientos en JPG.

En el sistema, los documentos que tengo cargado son:

• Identificación oficial Anverso/Reverso
• Comprobante de domicilio
• Estado de cuenta
• Y volví a subir el comprobante del Ticket impreso del cajero automático donde se aprecia el número de cuenta y los últimos movimientos

El último correo que envié fue el 12 de abril del 2023.

De antemano muchas gracias, quedo pendiente para cualquier cosa.

Thank you very much for your reply, IsmaelJacobo19. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear IsmaelJacobo19,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.