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I've been contacting support and kyc for days by chat and by mail and I don't get any kind of response. I have sent the same documentation both by chat and by mail and by chat they are dedicated to telling me that I have not sent the documents and to send them again. This is the first time something similar has happened to me and my advice is that no one ever put a euro in this casino if they don't want to be left with nothing. They are scammers who only know how to cheat and wait for us to lose the money to verify the withdrawal. And on top of that they have blocked me from the chat so I have no way of contacting the casino in any way. It would also be necessary to report to curaçao gaming so that they are aware of the practice of these casinos to which they give the license without first investigating a little.

Llevo días poniéndome en contacto con el soporte y con el kyc por chat y por correo y no obtengo ningún tipo de respuesta. He enviado la misma documentacion tanto por chat como por correo y por el chat se dedican a decirme que los documentos no los he mandado y que los vuelva a enviar. Es la primera vez que me ocurre algo similar y mi consejo es que nadie se le ocurra poner un euro en este casino sino se quiere quedar sin nada. Son unos estafadores que solo saben engañar y esperar a que perdamos el dinero para verificarnos la retirada. Y encima me han bloqueado del chat así no tengo forma de ponerme en contacto de ninguna manera con el casino. También habría que denunciar ante curaçao gaming para que estén al tanto de la práctica de estos casinos a los que les dan la licencia sin antes investigar un poco.

Hello PLAYER1441716,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with xxx Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already sent to the casino? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I am still waiting after resending all the documents (residence card, driver's license and municipal register) and the bank account (debit card and BIC/SWIFT iban) everything that has been requested to the financial department (KYC). I do not receive the emails or they simply do not send them to me and of all the emails I have only received one. They only deceive and pass the problem from one department to another without solving anything. They are scoundrels trying not to pay you to see if in the end you bet everything again and lose it. If they do not give me a solution on Monday, I will file a claim with curaçao gaming. I have been since last Friday, more than ten days have passed without they have given me a solution and without seeing my money.

Sigo a la espera después de reenviar todos los documentos(tarjeta de residencia, carnet de conducir y padrón municipal) y la cuenta bancaria (tarjeta débito y iban BIC/SWIFT) todo lo que se me ha pedido al departamento financiero(KYC). No me llegan los correos o simplemente no me los envían y de todos los correos solo me ha llegado uno. Solo se dedican a engañar y a pasar el problema de un departamento a otro sin solucionar nada. Son unos sinvergüenzas intentan no pagarte para ver si al final lo vuelves a apostar todo y lo pierdes. Si no me dan una solución el lunes pondré una reclamación a curaçao gaming. Llevo desde el viernes pasado han pasado ya más de diez días sin que me hayan dado una solución y sin a ver visto mi dinero.

I am still waiting after resending all the documents (residence card, driver's license and municipal register) and the bank account (debit card and BIC/SWIFT iban) everything that has been requested to the financial department (KYC). I do not receive the emails or they simply do not send them to me and of all the emails I have only received one. They only deceive and pass the problem from one department to another without solving anything. They are scoundrels trying not to pay you to see if in the end you bet everything again and lose it. If they do not give me a solution on Monday, I will file a claim with curaçao gaming. I have been since last Friday, more than ten days have passed without they have given me a solution and without seeing my money.

Sigo a la espera después de reenviar todos los documentos(tarjeta de residencia, carnet de conducir y padrón municipal) y la cuenta bancaria (tarjeta débito y iban BIC/SWIFT) todo lo que se me ha pedido al departamento financiero(KYC). No me llegan los correos o simplemente no me los envían y de todos los correos solo me ha llegado uno. Solo se dedican a engañar y a pasar el problema de un departamento a otro sin solucionar nada. Son unos sinvergüenzas intentan no pagarte para ver si al final lo vuelves a apostar todo y lo pierdes. Si no me dan una solución el lunes pondré una reclamación a curaçao gaming. Llevo desde el viernes pasado han pasado ya más de diez días sin que me hayan dado una solución y sin a ver visto mi dinero.

Can you please advise since when is your verification ongoing?

Dear PLAYER1441716,

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.

I have cashed out the first withdrawal and now I am waiting for the second one. It seems that all the documentation provided is not enough that this time they also ask me for the debit card with which I deposited. Well, 4 days ago I sent it and they tell me that nothing has arrived. I have sent it again and they do not answer. It's desperate since I don't even get the emails and I have proof to provide. They inform me of all this through the chat but the help is non-existent.

He cobrado la primera retirada y ahora estoy esperando la segunda. Parece que no es suficiente toda la documentación aportada que está vez me piden también la tarjeta de débito con la que he depositado. Bien hace 4 días que la he enviado y me dicen que no les ha llegado nada. Lo he vuelto a enviar y no contestan. Es una desesperación ya que no me llegan ni los correos y tengo pruebas para aportar. Todo esto me informan por el chat pero la ayuda es inexistente.

Dear PLAYER1441716,

As mentioned above, the verification may take up to 14 days. Please let us know once it takes longer so we can intervene.

Dear PLAYER1441716,

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.