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I am writing here since I see that the casino does not want to verify my account, they ask me for certain documentation, I send it to them and they reject it all, I am looking for new documentation, certified official files and everything that is original and all the time they are giving me a long time not to be able to withdraw the money/verify the account, I wrote to them both by online chat and by email and they tell me the same thing, and I already spent enough money on documents and certificates here in Spain, and those files are of no use to them, and I would like to verify my account and withdraw the money, since I see that the casino is giving me a long time not to verify the account and so I spent my money and it is not withdrawn and that the withdrawals that I was making were €50, €75 and €80 each one rejected all supposedly for the account verification that they request, that all the data be visible, they were underlined roundup and all being bank, state and personal documents all visible both the address name date and continues n rejecting all

Escribo aquí ya que veo que el casino no quiere verificar mi cuenta, me piden cierta documentación , se la mando y la rechazan toda , busco nueva documentación archivos oficiales certificados y de todo que sea originales y todo el rato me están dando largas para no poder retirar el dinero/ verificar la cuenta , les escribí tanto por chat en línea y por correo electrónico y me dicen lo mismo , y ya me gasté dinero suficiente en documentos y certificados aquí en España , y a ellos esos archivos no les sirve , y quisiera verificar mi cuenta y retirar el dinero, ya que veo que el casino me está dando largas para no verificar la cuenta y así me gasté dico dinero y no sea retirado y eso que las retiradas que estaba haciendo eran de 50€,75 y 80 una a una rechazadas todas supuestamente por la verificación de cuenta que piden , que estén todos los datos visibles se los subrayó rodeo y todo siendo documentos del banco, del estado y personales todos visibles tanto la dirección nombre fecha y siguen rechazando todos

Dear Lidiamini,

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

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hello, I sent you more than 10 files, all of them different, they include ID on both sides, photo of the card on both sides, telephone bill, original stamped, signed and dated bank certificates, official government documents, all of them with the address, date and name, bank and card statements, photo of me holding the DNI and even so, when I continue to send the files that they request, they continue to send the automatic message that I need a document less than 90 days old, be it a bank statement, an official document, etc. I send it again and they're just putting me off, and I know it's because of the money in the account since I've seen similar cases in this casino and they're all doing the same thing to them, it's not the first time I've registered in a casino and never They have put so many problems and not so much documentation, I have been spending on documentation for the certificates and documentation that they already asked for a lot and they still ask for more and I already refused to send them more information since they have t Everything they are asking me for in photos captures original files sealed signed and everything and they always tell me the same thing, Regards

Hola buenas les envíe más de 10 archivos.todos ellos diferentes , incluyen DNI por ambas caras , foto de la tarjeta por ambos lados, factura de teléfono, certificados de banco originales sellados , firmados y con fecha, documentos oficiales del gobierno todos ellos con la dirección fecha y nombre, extractos bancarios y de tarjeta, foto mía sujetando el DNI y aún así cuando sigo mandando los archivos que ellos piden, siguen mandando el mensaje automático de necesito un documento inferior a 90 días sea extracto bancario documento oficial etc.. Se lo mando de nuevo y solo me están dando largas , y sé que es por el dinero de la cuenta ya que vi casos similares de este casino y s todos les están haciendo lo mismo, no es la primera vez que me registro en un casino y nunca me han puesto tantas pegas ni tanta documentación, llevo gastados en documentación para los certificados y documentación q ellos pedían ya bastante y todavía piden más y ya me nege a mandarles más información ya que tienen todo lo que me están pidiendo en fotos capturas archivos originales sellados firmados y todo y siempre me dicen lo mismo, Un Saludo

The current amount to be claimed is the deposit of €275, from a deposit of €250 and another of €25, and the difference that you withdraw from €280 in total €555 are in the account in "Can Withdraw" Balance, that is, that The money corresponds to me, I am not going to play again, so to speak, with that money until it is solved since it does not matter if I have €10, or 5000, they are only giving me problems and long thanks. Regards

El importe actual a reclamar es el Ingresado de 275€, de un depósito de 250 y otro de 25, y la diferencia que saque de 280€ en total 555€ están en la cuenta en Saldo "Puede Retirarse",es decir, que ese dinero me corresponde, ya no voy a volver a jugar por decirlo así con ese dinero hasta que se solucione ya que da igual tenga 10€, que 5000, si solo me están dando problemas y largas Gracias Un Saludo

Thank you very much for your reply, Lidiamini. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Lidiamini,

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.