BacanaPlay Casino PT - Player’s struggling to complete account verification.

Goodnight

I would like to know if there is a problem with this casino?

I want to make a withdrawal, I have already sent all the requested documents, they do not validate my account, nor do they respond to emails or chat.

They ask for documents that they shouldn't ask because it violates privacy, even so I sent a bank statement that shows the purchases made at the casino and value and the prints of the cards what more can they want?

I notice that in the last few days there are several complaints about this casino. Being a regulated casino can they do that?

Dear Carla85,

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.

Could you please advise which documents have you 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

Thanks for listening.

The problem is not time. It is the lack of response as they are not responding to emails and chat either.

I have been sending documents since Saturday, September 3rd. I've already sent a copy of the credit cards that were used for deposits and they said it's not enough that I have to send a statement. I sent a bank statement with the purchases made at the casino and they said that the statement had to be the detailed credit card number for each purchase.

Now does it exist? If on the statement is the company that is the casino and the amount deposited and the statement is in my name, what else is missing I don't understand.

Thanks

carla

Good afternoon

Once resolved, you can close the case.

Thanks

Awesome news, Carla85. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.