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Good afternoon, I’d like to file a complaint about this situation, which has been dragging on for over a month. I’ve been trying to resolve it with the casino, but to no avail. I’ve had other withdrawals approved in the past. My account has already been verified, but now they’re asking for new documents (a selfie). I’ve already sent more than 10 selfies, all of them legible, but nothing has happened. Attached are the selfies they asked for and the way I sent them. This is too much. I just submitted a new withdrawal request today because they’ve been rejecting it for over a month. I’ve already sent so many documents. Please help.

Boa tarde, quero apresentar queixa desta situação que já se arrasta há mais de 1 mês. Tento resolver com o casino e nada. Já tive outros levantamentos aprovados anteriormente. Já tive a conta verificada, agora pedem novos documentos(uma selfie) já enviei mais de 10 selfies, todas legíveis e nada. Em anexo envio as selfies que me pediram e a forma como enviei. É muito demais, agora fiz hoje um pedido levantamento novo, porque estão sempre rejeitandno, há mais de 1 mês. Já enviei tantos documentos. Por favor ajudem

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duffspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Since when have you been attempting to complete verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

I've been trying to complete the verification for over a month.

I’ve reached "normal."

They keep asking me for a selfie, and I've already sent it several times.

Estou a tentar concluir a verificação há mais de 1 mês.

Alcancei normal.

Estão me sempre a pedir selfie e ja enviei várias vezes

So, Tomás, they’ve blocked my account because they say I’m addicted, and they won’t pay me the 500 euros that’s in there?? They don’t say anything about that? It’s pathetic.

Agora Tomás, bloquearam me a conta, porque dizem que estou viciada e não me pagam os 500 euros que está lá dentro?? Não dizem nada sobre isso? É lamtnável

I am sorry to hear about the most recent developments:

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)Did you achieve your current balance with the help of a bonus?
• Have you informed the casino of gambling addiction in the past?
• Have you made comments to suggest you are in financial trouble or lost control of your gambling at any point when you were in contact with casino support?
• Could you please share your communication with the casino with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

It was on slots.

Yes, I reported it, but I'm fine, and they restricted my account just because of that.

Yes, I contacted them.

But I want my 500 euros that are in there; now I can't withdraw them because I don't have access to the account.

I’ve already sent you emails; please check your email if you can.

Foi em slots.

Sim informei, mas eu estou bem e restringiram me a conta só por causa disso.

Sim fiz esse contacto.

Mas eu quero os meus 500 euros que estão lá dentro, agora não consigo levantar porque não tenho acesso a conta.

Eu já lhe enviei emails, se puder verificar o seu email sff.

Dear Mcris2000,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Mcris2000,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora