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They gave me a bonus by mail with some free spins, and I went to play them, then I released the bonus and I had the maximum amount that I could withdraw and I continued through the verification process and I sent all my documents and two days passed and they did not respond to me and I decided to continue playing with my profit and I got a profit of 500dls and the next day when I wanted to enter they had blocked me. They answer you without any explanation, only that they are going to block you and that's it! I never asked them for that free spins bonus, they gave it to me but what good is it if they don't even make it valid!

Me regalaron un bono por correo de unos giros gratis, y fui a jugarlos, después liberé el bono y me quedó la cantidad max que podía retirar y seguí a paso de la verificación y mande todos mis documentos y pasaron dos dias y no me respondían y decidí seguir jugando con mi ganancia y conseguí una ganancia de 500dls y al día siguiente al querer entrar me habían bloqueado. Te responden sin ninguna explicación solo que te van a bloquear y ya! Yo nunca les pedí ese bono de tiradas gratis, ellos me lo regalaron pero de que sirve si ni siquiera lo hacen válido !

Dear erducer12,

Thank you very much for submitting your complaint and for forwarding the relevant screenshots:

I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

But what failed in my verification? I have verified myself in other casinos with the same documents (my documents), this casino found it wrong, don't you think it didn't deliver the prize? Or why ?

Pero que fallo en mi verificación? Me he verificado en otros casinos con los mismos documentos ( mis documento), este casino le encontró fallla no crees para no entregar el premio ? O por qué ?

They did not notify me that my verification failed! What happened was that a free spins bonus arrived in my email, I opened it and played them and well, good luck I had a win of more than $500dlrs and I had already sent my documentation and a day passed when they blocked me and

They say that my documents put them at risk!

That was all and they gave me no other explanation.

No no me avisaron nada de que fallo en mi verificación! Lo qué pasó fue que me llego ami correo un bono de giros gratis, lo abrí y los jugué y pues buena suerte tuve una ganancia de más de $500dlrs y ya había mandado mi documentación y pasó un día cuando me bloquean y me

dicen que mis documentos los ponen en riesgo !

fue todo y no me dieron otra explicación.

Thank you, erducer12, for the clarification. Could you please forward the promotional email to petronela.k@casino.guru along with the personal documents that you submitted for verification? Looking forward to hearing from you.

Thank you, erducer12, for the forwarded photos and documents. To be honest with you, they are a bit blurred, and impossible to zoom in to check all the essential personal details. Also, you shouldn't use any filters when taking a selfie for KYC verification. Could you please confirm that these are the same pictures that you provided for account verification? Is there any relevant communication that you could forward too, please?

Dear erducer12,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.