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I have a balance of 1,727.29 that I haven't been able to withdraw because they say I need to verify my address. I've already provided all my address information and sent them a photo of my voter ID in Mexico, but they haven't given me any answers. Please help. This is my first bad experience with the casino. Thank you very much in advance.

Tengo un saldo de 1,727.29 que no me han dejado retirar por qué dicen que debo verificar mí dirección, ya les puse todos los datos de mi dirección y les mandé foto de mi credencial de elector en México y no me resuelven nada. Ayuda porfavor es mi primera mala experiencia con el casino de antemano muchas gracias.

Dear elvaquero73,

Thank you very much for submitting your complaint.

I’m sorry to hear about your problem with the casino regarding your withdrawal. To help us better understand your situation, could you please provide us with more information by answering the following questions?

• What method did you use to submit your address verification documents?
• Have you received any communication from the casino regarding the status of your verification?
• Can you confirm how long ago you submitted your verification documents?
• Have you attempted to contact customer support additional times about this issue?
• Is there any other evidence or communication you have received that you believe is relevant?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documentation, you can also forward it to petronela.k@casino.guru.

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 elvaquero73,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru