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I completed the registration and validated my email address. I made 4 deposits, and when I tried to withdraw the last one, they asked for my documentation. I sent it but received no response. I sent another email from a different account and was responded to within 15 minutes, saying that I need to send the documentation from the registration account, but they're not receiving it.

I asked customer service if we could change the registration email, but it's not possible. I offered to send the same documentation via the platform's chat, but they didn't allow me. I told them to refund the money to the same method used, but that's also not happening. I feel helpless in this situation.

Hice el registro y valide mi correo electrónico. Hice 4 depósitos, el último quise retirarlo y me pidieron que envié mi documentación, la envié y jamás me respondieron. Envio otro correo desde otra cuenta, y me respondieron a los 15 minutos diciendo que tengo que enviar la documentación desde la cuenta del registro, pero que no la reciben.

Pedí a atención al cliente si podemos cambiar el correo de registro y no se puede, ofrecí enviar la misma documentación por el chat de la plataforma y no me permiten. Les dije que me devuelvan el dinero al mismo medio utilizado y tampoco. Me siento indefenso ante la situación.

Dear Davidq87,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you encountered during your experience with the online casino.

To better understand the situation and assist you effectively, could you please provide the following details:

• Can you specify the date when you completed your registration with the online casino?
• Did you receive any message or notification after sending your documentation for verification?

If you have any relevant communication or documentation related to this matter, please feel free to forward it to petronela.k@casino.guru for further review.

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

Dear Petronela, I registered yesterday. To make deposits and bets without any problem, but when it came to requesting a withdrawal, the problems began there.

I will send you supporting documentation to the email you indicate.

Thank you

Estimada Petronela, el registro lo hice el día de ayer. Para realizar ingresos y apuestas sin ningún problema, pero a la hora de solicitar un retiro ahi comenzaron los problemas.

Te enviaré documentación de respaldo al correo que me indicas.

Gracias

They already solved my problem

Ya me solucionaron el inconveniente

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Davidq87, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru