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My account is currently under verification, and I have provided a plethora of information as requested. However, there's an issue. They asked for a picture of my bank card. It's worth clarifying that my card is virtual from the AstroPay e-wallet. I explained that this is a virtual company, not a physical bank. As such, I don't have a physical card to send photographs of. I am becoming increasingly frustrated that they continuously require a photo of my ID, account activity, and even worse, a return request for the card photo. I find myself re-submitting and re-explaining every 15 minutes. I am exhausted to the point of filing a complaint with the casino commission. It's not just about potentially losing money, what infuriates me is the blatant disregard for my rights as well as the casino's own policies.

Mi cuenta se encuentra en verificación, me pidieron montón de datos que les pase, pero surgió un inconveniente. Me piden foto de la tarjeta bancaria y cabe aclarar que es virtual de la billetera virtual AstroPay. Les explico que dicha empresa es virtual no es un Banco físico. Por tanto no cuento con la tarjeta para enviarles las fotos, por ese inconveniente me tienen cansado que cada rato me piden foto de DNI , movimientos y para rematar de vuelta piden la foto de la tarjeta, cada 15 minutos tengo que volver a pasar todo y explicar de vuelta. Estoy cansado a tal punto que voy a efectuar denuncia a la comisión de casino. No me interesa tanto perder la plata , lo que me indigna es que no respeten mis derechos y las políticas del casino.

Dear micolquintana23, 

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 advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

When was the last time you communicated with the casino and what was it about?

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, 

Veronika

I perfectly understand the entire verification process, I have an account opened in Russia, imagine what it cost me to verify it.

Regarding the documents provided, I sent photos of the ID on both sides and at different angles. Captures from the cell phone of the virtual wallet, card and transactions. My account details, name, email, ID, number, etc.

I sent more screenshots from a PC than mentioned above.

I have the screenshots and the messages that I sent it 32 times. The 32 times they asked me the same thing again. Last night was the last time I communicated.

Provide all required documents instantly and in all formats they requested.

Last night was the last time I contacted them and the reason was verification and withdrawal of my money.

Yo entiendo perfectamente todo el proceso de verificación, tengo una cuenta abierta en Rusia, imagínense lo que me costó verificarla.

En cuanto a los documentos proporcionados, envié fotos del DNI ambos lados y en distintos ángulos. Capturas desde el celular de la billetera virtual, la tarjeta y las transacciones. Detalle de mi cuenta , nombre , correro, ID ,número etc.

Envié más capturas desde una PC , de lo antes mencionado.

Tengo las capturas y los mensajes que lo envíe 32 veces. Las 32 veces me volvían a pedir lo mismo. Anoche fue la última ves que me comunique.

Proporcione todos los documentos requeridos al instante y en todos los formatos que pidieron.

Anoche fue la última ves que me comunique y la razón fue verificación y retiro de mi dinero.

Thank you for your response. Please forward all the relevant communication between you and the casino regarding the issue with your verification to veronika.l@casino.guru.

Dear micolquintana23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.