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Three days ago I deposited $1200 using my Coppel debit card, I made a profit and my balance was 35,000, I proceeded to make the withdrawal.

After two days I get an email telling me that I have to verify the card I used.

Send photos of my digital card as well as a screenshot of the purchase

After two more days they asked me for the account statement which I also sent, obviously that purchase is still not reflected.

Now they are asking me to verify two cards that I used in January 2023, one of them I still have in use and I sent the photograph, the other is my stori digital card, the plastic changed and apart from the fact that the plastic digital card does not match

It is worth mentioning that when I made the deposit with those two cards I did not get any profit.

I would like to know how I can verify a card that I used so long ago from which I did not make any profit. It is digital and has different numbers?

I have called several times without being able to communicate with the casino.

Thank you

Hace tres días deposité por poner mi tarjeta Coppel de débito $1200 obtuve ganancias y mi saldo quedó en 35,000 procedí a hacer el retiro

Después de dos días me llega un correo diciéndome que tengo que verificar la tarjeta que usé

Mande fotos de mi tarjeta digital así como captura de pantalla de la compra

Después de otros dos días me piden el estado de cuenta el cual también mandé ,obviamente todavía no se ve reflejado esa compra

Ahora me están pidiendo que verifique dos tarjetas que usé en enero del 2023, una de ellas todavía lo tengo en uso y mandé la fotografía, la otra es mi tarjeta digital stori, cambió el plástico y aparte de que la tarjeta digital de plástico no coinciden

Cabe mencionar que cuando hice el depósito con esas dos tarjetas no obtuve ninguna ganancia

Quisiera saber cómo puedo verificar una tarjeta que usé hace tanto tiempo de la cual no obtuve ganancia es digital y tienen los números diferentes?

He marcado en varias ocasiones sin poderme comunicar con el casino

Gracias

Hello Martha2911,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Novibet Casino MX. 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?

In case a card is no longer active, you can try to contact your payment provider in order to receive a statement that the card belonged to you.

Please also 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 afternoon

Thanks for replying

I have already verified my identity and address as well as my bank account for some time now and I have already received a deposit from you without any problem.

I sent the photo of two debit cards, Hello Claire, which was used in January 23 and the current one I am using, which is Coppel, the Coppel account statement but logically the transaction has not yet been verified.

I requested by mail the date of the deposits with the stori card so I could request them

Now I went ahead and ordered two at the post office where that warehouse may be, they will arrive in a couple of days

From the emails I sent with my cards, the account statement and the request for the deposit dates of the story card and I have not had a response

I have been wanting to withdraw my money since the 25th, every time I receive an email it is asking me for new documentation.

It is worth mentioning that I have continued playing on the platform and now my balance is 43,000

I am a regular customer of online casinos and I hope to continue playing with you.

Thank you

Buenas tardes

Gracias por responder

Ya tengo verificadas de hace tiempo mi identidad y mi dirección así como mi cuenta de banco ya había recibido un depósito de parte de ustedes sin ningún problema

Mandé la foto de dos tarjetas de débito, Hola Claire que se usó en enero del 23 y la actual que estoy usando que es Coppel el estado de cuenta de la Coppel pero lógicamente todavía no se verificada la transacción

Solicité por correo la fecha de los depósitos con la tarjeta stori para poder pedirlos

Ahora sí me adelanté y pedí dos en el correo que puede estar ese depósito, me llegarán un par de días

De los correos que mandé con mis tarjetas ,el estado de cuenta y la solicitud de las fechas de depósito de la tarjeta story y no he tenido respuesta

Tengo desde el día 25 queriendo retirar mi dinero, cada que recibo un correo es para pedirme nueva documentación

Cabe mencionar que he seguido jugando en la plataforma y ahora minsaldo es de 43,000

Soy cliente habitual de los casinos online espero poder seguir jugando con ustedes

Gracias

Good night ,

I have already sent 3 emails with the three photos of the three cards that they are asking me for, the bank account statement, the screenshot of the purchase, the account statement

And they don't answer my email

Currently my balance is 53,000

🥲

Buenas noches ,

ya mandé 3 correo con las tres fotos de las tres tarjetas que me piden, el extracto de la cuenta bancaria, el screenshot de la compra, el estado de cuenta

Y no me contestan el correo

Actualmente mi saldo es de 53,000

🥲

Update

The casino just paid me $56,000

With a deposit of $2100

After five emails and countless calls

They will have a faithful player

Thank you casino Guru

Actualización

El casino me acaba de pagar $56,000

Con un depósito de $ 2100

Después de cinco correos e infinidad de llamadas

Tendrán una una fiel jugadora

Gracias casino Guru

Dear Martha2911,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru