The player from Brazil is having difficulties withdrawing her winnings due to incomplete verification. Verification was successful after providing documents and player got all of her winnings.
Bao Casino - Player’s struggling to complete KYC verification.
Amount: $501.35
Bao Casino
Safety Index:Above averageSafety Index
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7.0
Bao Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I have been trying to make a withdrawal for 3 months and they are always inventing something in order not to make my payment, to start with or even receive the welcome bonus after I made my deposit, then when I started to request my withdrawal even after sending all documents that asked me keep asking me to resend.
Yesterday an attendant sent me an email saying that my documents were approved but to withdraw it would be on a first come first served basis, so two other attendants are sending me emails with messages that are clearly automatic and repetitive saying that to make the withdrawal I must send the documents, documents that I already sent, resent and have been confirmed.
I'm glad I saved all the emails.
If they are not going to pay me what I won in the game that would be right, they are going to have to give me at least what to transfer in order to start playing.
Yesterday the attendant told me that I have to contact my payment method, the impression I have is that they put an attendant without any training to give answers that they think is enough to convince users, I feel disrespected and tangled, April I only receive lame excuses.
Automatic translation:
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4 years ago
Dear Geiza,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I apologize, but I am not sure I understood some parts of your message correctly. Has you account been successfully verified? Did the casino accept your documents or not?
Additonally, please, forward any relevant communication to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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4 years ago
Translation
It is not incomplete, one of the attendants sent me an e-mail telling me that I had already fulfilled the package for sending the documentation, everything was correct and to make the withdrawal I had to get in line because it was on a first-come, first-served basis. email saved.
This is another excuse for them, a way to get more involved, how many times do I have to send the same documents?
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4 years ago
Dear Geiza,
Would you be so kind and forward me that email? My email address is kristina.s@casino.guru
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4 years ago
Geiza, thank you for your email. Just to make sure - did you provide a confirmation screenshot of the Astropay deposit and some document proving your address?
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4 years ago
Translation
Hello Kristina, yes, I provided everything they asked for, they only started asking me to resend documents because I complained that they wanted to contact me to let me know if the documentation was approved or not!
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4 years ago
Geiza, thank you for your quick reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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4 years ago
Hello Geiza,
I looked at your complaint and will do my best to help you. I would like to invite Bao Casino into this conversation. Can you specify where is the problem with player’s verification process, please?
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4 years ago
Translation
Hello Viliam, the problem is that even if I sent all the documents they tell me that my withdrawal was canceled because it was not sent and they ask me for the same documents that I already sent, and I received an email from them saying that the package of documents that I sent was in accordance with what was necessary for the withdrawal.
Yesterday I sent Kristina the email and the conversations I exchanged with the attendants in the chat, I believe she passed it on to you!
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4 years ago
Hello everyone involved in solving this situation.
We are deeply aware of this issue and want to assure you that there is no cause for concern. After you provided additional information, this problem was referred for further resolution.
Unfortunately, sometimes it can take more time than expected. But be sure, we do all our best and we will contact you as soon as possible to inform you about further actions.
We hope for your understanding and patience, as we are interested in our players not having such problems and remaining satisfied.
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4 years ago
Dear Bao Casino,
you stated in your answer that "this problem was referred for further resolution" so I'll extend the timer by 7 days what should be enough time for you to complete KYC verification. Please, let us know if anything changes.
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4 years ago
Hello Geiza,
is there any progress with your verification process, please?
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4 years ago
Viliam,
I wish to offer my sincere apologies for the issue occurred.
Our team is doing our best to help the player. To our regret, the issue with AstroPay is not resolved yet, but we have already offered another way of cashout. As an exception, we would like to process withdrawal request via CoinsPaid.
We are waiting for a response from player via email.
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4 years ago
Translation
Hi Viliam,
They contacted me offering me another option for withdrawal and I accepted, as soon as it is finished I will let you know.
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4 years ago
Hello Geiza,
it is really pleasure to hear that things are moving forwards. I'll set the timer by 7 days and I'll be waiting for your next update.
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4 years ago
Translation
Hi Viliam,
I am very happy to confirm the transfer made by Bao and request the withdrawal of my complaint, I hope that they will solve the problem that I faced in the withdrawal attempts so that no new user complaints will occur.
Their service has also improved by 100% and the deadline for responses has become faster.
The site is good and the games are wonderful, I believe that they will soon realign the problem of looting because apparently it had not happened before.
I appreciate the help of the Guru website in all aspects thanks to you everything has become easier and faster.
I request the withdrawal of the complaint !!
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4 years ago
Dear Geiza,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
