The player from Mexico wanted to withdraw 1,400 pesos but faced delays with account verification, which remained under 'review' despite the agreed timeline passing. Customer service had been unresponsive, closing chats or advising her to wait. The issue was resolved after the player provided the necessary documentation, including a Mexican ID and proof of address, which facilitated the verification process. The player's withdrawal was then allowed, and the complaint was resolved.
CampoBet Casino MX - Player's withdrawal is delayed due to verification process.
Amount: Mex$1,400
CampoBet Casino MX
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Good morning, I don't usually make complaints, but this case is an exception. I have been playing and betting at this casino, and now I have 1400 pesos that I want to withdraw. The problem is that I already sent the required documentation to verify my account, but it is still under "review" even though the agreed-upon days have passed. Customer service either closes the chat on me or tells me to wait patiently, and I also sent an email but received no response. I know the documentation I sent is valid since I've used it for other casinos. Please, I need help.
Automatic translation:
Public
Public
3 months ago
Dear Gabrielcortes17,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Could you please share your communication with the casino trying to discuss the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Public
Public
3 months ago
Translation
Hello, I sent it a few days ago, I sent my INE (Mexican ID) and I also sent proof of address.
I attached screenshots that tell me I can withdraw but the page says something else, 
Automatic translation:
Public
Public
3 months ago
Translation
The withdrawal I want to make is from 1733 and they are not allowing me to do it.
Automatic translation:
Public
Public
3 months ago
Dear Gabrielcortes17,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
