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I recently opened an account (a single one) on my mobile phone, using my personal details. They requested my identification (INE) for verification, which I sent and they subsequently approved. I made my initial deposit and was able to increase my account to $2400. I then requested a withdrawal of $2000. However, three days later when I tried to log into my account, it was inactive. I contacted their support team and they mentioned they had suspicions it wasn't me because they required more documents. They asked for the following: identification (INE) - both sides, bank card - both sides, and a selfie with the documents in my hand (both of them). I proceeded to send these on January 2, but as of today, January 11, they still have not responded. Whenever I engage with them via chat and request a direct phone number for better communication, they decline. All they tell me in the chat is the same thing everyday: "the verification department is working on your case... you will receive a response within 24-72 hours." As I've mentioned, it's already been at least six business days. It's evident that the casino doesn't want to pay what they've lost, because they don't have any solid reasoning to discredit my payment. Thank you, Casino Guru, for your attention to this matter.

hace poco abri mi cuenta ehice mi cuenta (unica) desde mi celular, con mis datos . me pidieron mi INE para verificarla, se las mande y me la aprobaron. hice mi primer deposito y subi mi cuenta hasta $2400 , solicite un retiro de $2000 y al pasar 3 dias intente entrar a mi cuenta y estaba inactiva, me comunique con soporte y me dijeron que tenian sospechas que no era yo y me pidieron mas documentos, los siguientes: INE ambos lados, tarjeta bancaria ambos lados, foto tipo selfi con los docuemntos en la mano (ambos documentos), procedi a mandarselos el dia 2 de enero y hoy 11 de enero aun es fecha que no me contestan, me comunico por el chat y pido me den el numero de teleono para hablar en directo y me lo niegan, y en el chat solo me dicen lo mismo todos los dias "el departamento de verificacion trabaja en su caso ...tendra respuesta de 24-72 horas" ... como le comento ya pasaron 6 dias ahbiles por lo menos, es evidente que el casino no quiere pagar lo que perdio, por que no tienen algun argumento valido para desacreditar mi pago, les agradezco casino guru, saludos.

Dear fabiolalopez,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

No, I made my account from my cell phone with my data, and no one else makes accounts with my cell phone. I understand that they use data and documents, and I sent them as they asked me for, as you can see with the screenshots that I shared with you.

No, mi cuenta la hice desde mi celular con mis datos, y nadie más hace cuentas con mi celular. Comprendo que ocupen datos y documentos, y los mande en cuento me los pidieron como pueden darse cuenta con las capturas que les compartí .

are you going to help me?

me van ayudar?

Hi fabiolalopez,

• Before reaching out to the casino for supporting evidence, we will inquire if there's a chance that someone from your family or neighbors has opened an account using the same IP address, or your email address.
• Additionally, could you clarify whether your winnings were accumulated with or without the utilization of an active bonus?

Thank you.

I already told them no, that I made my account from my cell phone with my information from the phone company, therefore there is no possibility that someone else has made an account with my cell phone. The bonus met the requirements and I released it, deposited it and continued accumulating profits.

ya les dije que no, que mi cuenta la hice desde mi celular con mis datos de la compañia de telefono, por lo tanto no existe la posibilidad de que alguien mas aya echo cuenta con mi celular. el bono cumpli con los requisitos y lo libere, deposite y segui acumulando ganancias.

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Thank you very much, fabiolalopez, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

thank you

gracias

Hello there,

Thank you fabiolalopez for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MiCasino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They are not going to respond, they are refusing to pay what they earned, I already sent them by mail all the sufficient evidence such as identification, bank cards and account statements, but they do not respond to me. I communicate by chat and the only thing they tell me is that they are working on the process of verifying the information, which is ridiculous that in more than 1 month they have not been able to do it, it is a casino that acts in bad faith and is dedicated to scamming , you should block him from casino guru, since that speaks badly of you by recommending a casino that is dedicated to scamming people.

No van a responder, estan negados a pagar lo que se les gano, ya les mande por correo todas las pruebas suficientes como lo son identificaciones, tarjetas bancarias y esatdos de cuenta, pero no me responden. me comunico por chat y lo unico que me dicen es que trabajan en el proceso de verificar la informacion, lo cual es ridiculo que en mas de 1 mes no lo hayan podido hacer, es un casino que actua de mala fe y se dedica a estafar , deberian bloquearlo de casino guru, ya que eso habla mal de ustedes al estar recomendando un casino que se dedica a estafar a la gente.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter