BacanaPlay Casino PT - The player's verification is delayed.

I sent my documents two weeks ago and they still haven't been validated and so I can't make withdrawals.

I have already sent an email and contacted via chat but so far I have not had any response.

Hello DecioAbreu,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BacanaPlay Casino PT. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Good Morning,

The first documents I sent are more than 14 days old, however yesterday they contacted me and said that I had to send an account statement containing the deposits I made, which I have already sent in several ways through the website and I receive an email saying that is not correct. I sent it by email and still haven't had a response.

Other than that, I have already sent the following documents which have been accepted:

- Citizen Card

- proof of iban

- proof of address

At the moment I don't know what documents you want, I'm going to base on these documents I think you can already tell that I'm over 18 years old.

The statement I sent yesterday contains my name and the deposits I made, and it doesn't have the number of the virtual card that was made by MBnet, I don't know if that's the problem because I don't get a response in the emails I send and they don't respond in chat from the website.

Thanks.

Good Morning,

I would like you to help me in the sense of what I can do so that the documents are validated and I can make withdrawals.

Hello DecioAbreu,

Didn't the casino specify which documents do you still need to send to them? Can you please forward your communication with the casino to nikolas.b@casino.guru?

Dear DecioAbreu,

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.

The complaint will be now closed for the above mentioned reason.