Estadio Gana Casino - Player's withdrawal is delayed and account verification is pending.

It turns out I registered on the app and won. When I tried to withdraw, it said I had to verify my account first, which I did without any problems. That was last Friday, but the deposit hasn't arrived. I tried contacting support, but no one answers. I saw that the app says that between verification and the deposit, it usually takes 24, 48, or even 72 business hours. Since it was Saturday and Sunday, I didn't insist. On Monday, I logged into the app and the 6500 pesos were returned. I kept playing, and eventually, I withdrew 7000 pesos from one account and 500 pesos from another. Then I saw an email they sent me saying I had to send my INE (Mexican voter ID), bank statement, proof of address, and a selfie with my INE. They said that after sending those things, they would verify my account and I could withdraw. I sent them everything they asked for. On Tuesday, I got a message saying they were verifying my account, and to this day, I've contacted support, but no one answers, not by email or anywhere else. I can't access the app without... The problem is that they supposedly have permits and everything, but nobody reports anything, nobody answers.

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Dear Werork33,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the secondary KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.