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I sent my documents two weeks ago and they still haven't been validated and so I can't make withdrawals.

I have already sent an email and contacted via chat but so far I have not had any response.

Já enviei os meus documentos faz duas semanas e ainda não foram validados e desta forma não consigo fazer levantamentos.

Já envie email e contactei através do chat mas até agora ainda não tive qualquer resposta.

Hello DecioAbreu,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BacanaPlay Casino PT. 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 approved and which ones not? 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

Good Morning,

The first documents I sent are more than 14 days old, however yesterday they contacted me and said that I had to send an account statement containing the deposits I made, which I have already sent in several ways through the website and I receive an email saying that is not correct. I sent it by email and still haven't had a response.

Other than that, I have already sent the following documents which have been accepted:

- Citizen Card

- proof of iban

- proof of address

At the moment I don't know what documents you want, I'm going to base on these documents I think you can already tell that I'm over 18 years old.

The statement I sent yesterday contains my name and the deposits I made, and it doesn't have the number of the virtual card that was made by MBnet, I don't know if that's the problem because I don't get a response in the emails I send and they don't respond in chat from the website.

Thanks.

Bom dia,

Os primeiros documentos que enviei já têm mais de 14 dias, no entanto ontem contactaram-me e disseram que tinha de enviar um extrato da conta onde conste os depósitos que fiz, ao qual já enviei de várias formas pelo o site e recebo email a dizer que não está correto. Enviei por email e ainda não tive resposta.

Fora isso já enviei os seguintes documentos que foram aceites:

- cartão de cidadão

- comprovativo de iban

- comprovativo de morada

Neste momento não sei que documentos mais é que querem, vou base nestes documentos penso que já dá para perceber que tenho mais de 18 anos.

O extrato que enviei ontem consta o meu nome e os depósitos que efectuei, sendo que não tem o número do cartão virtual que foi feito pelo MBnet, não sei se o problema é esse pois não tenho retorno nos emails que envio e não respondem no chat do site.

Obrigado.

Good Morning,

I would like you to help me in the sense of what I can do so that the documents are validated and I can make withdrawals.

Bom dia,

Gostaria que me ajudassem no sentido do que posso fazer para que os documentos sejam validados e possa fazer levantamentos.

Hello DecioAbreu,

Didn't the casino specify which documents do you still need to send to them? Can you please forward your communication with the casino to nikolas.b@casino.guru?

Dear DecioAbreu,

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.

The complaint will be now closed for the above mentioned reason.