Circus Casino PE - Player’s struggling to complete account verification.

Dear David,

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

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

sres les envie tpda la informacion mi dcocumento de indentida un recibo de lus o agua de mi direccion, me pidieron copia de mi tarjeta de ambos lados cpn la que hice el deposito le envie adicionalmente me piden un documento de mi banco dicoiendo que la tarleta y la cuenta amarada a mi tarjeta m,e pertenece,, que mas quieren ya veo que solo lo hacen laraga porque cada vez que pido que me paguen al sigte dia solo sale rechazado, y `piden que siga jugando ASI perder todo lo ganado ,, ojo ese ceretificado del banco que solicite no es gratis pague ami banco 10 dolares para que me den un certicado dirigido al casino circus peru. que mas quieren.,

Thank you very much, David, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello David,

I'm Nick and I'll be assisting you from now on in your complaint. I would like to ask Circus Casino to join us and help us resolve the player's issue.

Hi David

We are very sorry for this mishap. As Petronela explained, for the benefit of our players, we take KYC very seriously.

Breakdown of events:

Registration was done in April and in September there was the first withdrawal request. At the time no documents were sent yet, and 2 requests were made.

After the requested documents were received, pending withdrawal was attempted 3 times however payment was declined, hence why we directed you to check directly with your bank.

In the meantime, there are no more funds to withdraw. Moving forward, we suggest to contact your bank and ensure to use your own personal credit card.

You are most welcome to approach our customer care so we can provide you the screenshots with errors.

Thanks and regards

Circus Team

Haber sres. yo use una tarjeta para hacer el deposito y jugar,, cuando quize retirar me dijeron que solo podiA RETIRAR CON LA TAREJTA QUE HICE EL DEPOSITO, por eso les envie toda la informacion qye me soliictaron de iguem manera el certificado del banco lo cual la TARJETA ME PERTENECE Y AMARRADA AUN NRO DE CTA, la carta queme da el banco ba dirijida ala casino circus, asi sres, no vengan adecir ahora que no les di mi cta personal, si su sista tampoco permite ingresar otras ctas,,, y es verda cada vez que solicitaba retiro uds, bloquena todop y al sgte dia lo ponen como saldo para seguir jugando,, y es ver gane 9300 soles y uds nunca se diganron a pagar x tal razon opte x seguir jugandop y perder ese dinero opbvio uds gana el cliente pierde pero igual yo ya envie mi queda a INDECOPI PERU SOBRE LOS JUEGOS AL AZAR lo cual me sorprendi que no soy el unico quye lso a denunciado.

Dear David,

Could you please advise if you have any balance remaining on your casino account?

Hi David

Please see the attached screenshot showing the accepted deposits and rejected withdrawals. At this stage, we again advise you to check with your bank or try with another card.

Thanks

Circus Team

Primer lugar les envíe toda la información que me dio el banco , segundo lugar ahora dicen que puedo cambiar de tarjeta o cta cuando decían o no me daban acceso al cambio como les dije cuando les conviene acceden , pero no me interesa hacer más nada con ese casino como les dije ya procedí a denunciar x Indecopi Perú ya lleve todas las prueba y correos e información que les envíe a ellos , asi que, para mi es una estafa más online

Dear David,

Do I understand it correctly that you do not want to continue in solving the case here?

Hi again David

Upon further investigation with our payment provider, we confirm that the withdraw attempts were declined by the issuer bank. 

Note that the payment provider does not have information about the specific reason for the decline, they see however that all withdraw attempts to cards issued by this issuer are getting declines in the whole industry. 

Thanks and regards

Circus Team

Dear David,

We haven't hear from you in a while. Please note that if we won't get any answer within the next 7 days, the complaint will be rejected.

The complaint will be now rejected as the player stopped responding.