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Good afternoon, I am trying to withdraw R$763. My account was already verified, and I had made a withdrawal before. They decided to do another verification because I informed them that I had changed my address. I sent in both proof of my previous address and my current address, but so far, nothing has been done. I am asking for your assistance.

Boa tarde , estou querendo efetuar um saque de R$763 , minha conta já era verificada , já tinha efetuado um saque antes . Resolveram fazer outra verificação, informei que mudei de endereço. Mandei os 2 comprovantes do endereço anterior e do atual e até momento nada feito . Peço ajuda a vcs.

Dear nyquemarques,

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. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I'm trying to change my address. I can't change the address. I have already sent all the documents informing them and have not received any answers yet.

Estou tentando alterar meu endereço. Eu não consigo alterar o endereço. Já mandei todos os documentos informando e não tive respostas ainda .

I have had this registration for over 5 years

I cannot open another account due to duplicity. So I can't verify the account again

Because of the address, which I changed.

Esse meu cadastro eu tenho há mais 5 anos

Eu não posso abrir uma outra conta por conta de duplicidade. Então não consigo verificar a conta novamente

Por conta do endereço , que eu mudei.

The 2 accounts. One with the old address and the other with the current address. However, they don't want to change it.

As 2 contas . Uma com endereço antigo e outra com o endereço atual. Msm assim não querem alterar.

Thank you very much for your reply, nyquemarques. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

After much cost. I was unable to change the address. I got a receipt from my bank to send to them. In conclusion, I was able to verify it.

Depois de muito custo . Não consegui alterar o endereço. Consegui um comprovante com meu banco para enviar para eles . Pode encerrar que consegui fazer a verificação.

They accepted and completed the verification. But they didn't change the address.

Eles aceitaram e concluíram a verificação. Mas não mudaram o endereço.

Has there been any news regarding your withdrawal?

Yes. I managed to receive it today after so much documentation and bureaucracy. Thanks

Sim. Consegui receber hoje depois de tantas documentações e burocracias. Obrigada

Dear nyquemarques,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru