CasiGO Casino - Player’s struggling to complete the account verification.

I have a very bad experience with this casino platform, they do not allow me to validate my data, they do not allow me to withdraw my money, I have deposited several times and played and also lost, but what I have won, the casino does not refund my account, the only thing they say It is that they cannot validate my data, I have sent them several times my invoice data, my photo ID, and they do not want to validate the account, only because of my RUT it is expired and I have explained several times that the expired IDs are in the process of being renewed here in Chile They give it one more year of validity for procedures, but this platform refuses to make my money withdrawal effective. He demanded that Casigo validate my account and make the refund of my requested money !!!

Dear Evelin,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that proving that your ID's expiration date was prolonged seems to be the only obstacle standing between you and your winnings? Have you received any letter from the Authorities that would support this? You can forward any supporting evidence to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Evelin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.