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More than 2 weeks trying to validate the account and more than 20 photos rejected... and Mr. Alejandro from online help, the only thing he knows how to say is... I'll send a note and that's it... the same thing every day

Más de 2 semanas intentando validar cuenta y más de 20 fotos rechazadas ..y el señor alejandro de ayuda en linea lo único que sabe decir es ..enviare una nota y listo .. todos los días lo mismo

Dear Cristianrojo,

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

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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Do I understand correctly that verifying your identity seems to cause issues? Did you receive specific instructions on how to submit the documents and what format should be used?

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,

Tomas

Good day..

If it is, I have been trying to validate the account for more than 2 weeks. In online help, Don Alejandro has indicated each step to follow, which I have done constantly without having any positive response. Photos are uploaded in jpg format.

Buen día..

A si es llevo más de 2 semanas intentando validar cuenta . En ayuda en linea don alejandro me a indicado cada paso a seguir el cual e hecho constantemente sin tener ninguna respuesta positiva.. fotos son subidas en formato jpg ..

Could you please send me the relevant correspondence between you and the casino regarding the issue (emails, chat transcripts)? My email is tomas@casino.guru

Good morning. During these 5 days I had no response from you. I finally managed to solve the problem. Thank you very much

Buen día.. durante estos 5 días que no tuve respuesta de usted ..al fin logre solucionar el problema..muchas gracias

Thanks for the update. I am glad you managed to verify your account in the casino. Could you please confirm the withdrawal of your winnings was successful? May we consider the issue resolved?

If the verification could be accepted... the first withdrawal was made, the second withdrawal hasn't yet, I hope it can be made soon...

Si la verificación pudo ser aceptada ..el primer retiro fue realizado , el segundo retiro aun noo , espero logre ser realizado prontamente ..

I'll look forward to any updates.

Yesterday the second withdrawal was made... everything is OK... the topic can be considered finished... thank you very much...

Ayer logró ser realizado segundo retiro ... ya esta todo OK..se puede dar por terminado el tema.. muchas gracias...

Dear Cristianrojo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru