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I attempted to make a withdrawal, and the casino asked me to verify my documents. I sent what they requested: ID, payment receipt, and my photos, which they received on March 26th of this year. They responded and told me they will verify my documents, and I patiently waited for a response.

From March 26th to today, which has been 20 days, my account has not been verified.

I write to live support daily, but they merely tell me to wait.

My money is being withheld until they verify it for me.

intente Realizar un retiro, y el casino me pidió verificar mis documentos, mandé lo que me pidieron: carnet, comprobante de pago, fotos mías, los cuales fueron recepcionados el 26 de marzo del presente año, el cual me respondieron y me dijeron que verificaran mis documentos y esperé una respuesta

del 26 de marzo al día de hoy que son 20 días no se verifica mi cuenta

diario les escribo a soporte en vivo y solo me dicen que espere

mi dinero está siendo retenido, hasta que no me lo verifiquen

Dear sergiovd00,

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.

• Were any of the documents you provided accepted?
• Have you made any successful withdrawals from the casino in the past? 
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your recent communication with the casino? 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

1. Yes, all my documents were accepted on March 26, and they confirmed receipt of my identity card, my photo holding the card and cell phone with the casino email, pdf of the casino extract
2. If I made 5 withdrawals, then I wanted to make a withdrawal and they won't let me until I verify
3. never use or activate any bonus

1. si se acepto todos mis documentos el 26 de marzo, y me confirmaron la recepción, de mi carnet de identidad, mi foto agarrando el carnet y celular con el correo del casino, pdf del extracto del casino
2. si realicé 5 retiros, luego quise hacer un retiro y no me dejan hasta verificar
3. nunca use ni active ningún bono

in point 1. "PDF of my bank statement through which I made the deposits"

en el punto 1. "PDF del extracto de mi banco por el cual hacía los depósitos"

They answered me

The bookmaker reserves the right to refuse to accept a bet or deposit from any individual without giving a reason. You can create a withdrawal request to receive the funds remaining in your account.

What about my verification?🙁

Me repondieron

La casa de apuestas se reserva el derecho de negarse a aceptar una apuesta o depósito de cualquier individuo sin dar un motivo. Puede crear una solicitud de retiro para recibir los fondos que quedan en su cuenta.



que hay de mi verificación?🙁

I update

They informed me that they verified

they let me withdraw the money

but now I will not be able to deposit or bet

Actualizo

me informaron que verificaron

me dejaron retirar el dinero

pero ahora no podré ni depositar ni apostar

I am glad to hear the casino verified your account and allowed you to withdraw money.

We believe casinos can close players' accounts for any reason at any time as long as they don't withhold players' funds.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

If you have retired, thank you very much for the help.

It's just very bad for the casino that first they don't let me withdraw or verify for so long, and after doing so they close my account

Si se ha retirado muchas gracias por la ayuda

solo que muy mal ahí por parte del casino que primero no me dejen retirar ni verifiquen por tanto tiempo, y que después de lograrlo me cierren la cuenta

Dear sergiovd00,

Thanks for the confirmation. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru