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After having done several survey, where everything goes well, now are already hindering, since it is a higher value! They're asking for February documents again! This casino is not serious,just last week made a payment of 300 € and did not ask for any documentation,why ask now? Because they don't want to pay, they just want to get paid! I've sent about 50 documents and proof cards! A shame this casino.... But once, I'm asking for your help, please.

Dear Rui,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru. How was the additional account verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Good afternoon.

After a few more documents sent, the casino has already approved the withdrawal!

But it is complicated with them, because when the amount is higher, they immediately ask for more documentation to make payment difficult, asking for example a February card!

Thank you

Boa tarde.

Depois de mais alguns documentos enviados,o casino já aprovou o levantamento!

Mas é complicado com eles,pois quando o valor é maior,pedem logo mais documentação para dificultar o pagamento,pedindo por exemplo um cartão de Fevereiro!

Obrigado

Dear Rui,

Thank you very much for your quick reply. It seems that the casino has a strict verification process, but it's not unusual. I will leave this complaint opened until you’ll confirm a successful withdrawal. Thank you in advance for your update.

Good afternoon.

The casino is not so strict, not least because I have made several withdrawals before and it has always gone well, without asking for documentation, but now as the amount was higher, they have already asked for documents.

And then ask for cards used for February deposits !!

It is a casino that pays, but it also complicates a lot!

In the meantime this payment has already been made!

thank you.

Boa tarde.

O casino não é assim tao rigoroso,até porque já fiz vários levantamentos antes e correu sempre bem,sem pedido de documentação,mas agora como o valor era mais elevado,já voltaram a pedir documentos.

E depois pedem cartões utilizados para depósitos de Fevereiro!!

É um casino que paga,mas também complica bastante!

Entretanto este pagamento foi já feito!

obrigado.

Dear Rui,

Thank you very much for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint? Thank you in advance for your reply.

Yes, you can close the complaint.

Thank you

Sim,pode encerrar a reclamação .

Obrigado

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Rui for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.