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I opened an account, sent the requested documents, they verified my account and everything seemed normal. I only deposited 100 to test that it was a legitimate casino, everything seemed fine, but when I tried to play the app, it asked me for proof of verification again, my INE (National Electoral Institute ID) and a selfie.

I completed the process and supposedly verified successfully; however, every time I wanted to do something, it asked me to repeat the same process. When I tried to play or press any option, it asked me for verification because my account was restricted.

I emailed technical support, and they responded with some very simple and basic instructions like clearing the app's cache, restarting the phone and the app, etc. I tried everything, but nothing worked. I sent them more emails, one of them with screenshots, and they replied that they had escalated the case and would contact me to resolve it personally. And then... they never contacted me again. I sent them more emails, and they simply stopped responding.

It's not the amount of money I deposited that bothers me; my annoyance, anger, and frustration stem from the abuse and cynicism with which they block new user accounts and wash their hands of it. To me, that's theft. Why would I give them money? Even if it's just 100 pesos? Imagine if they do that to 1,000 people depositing 100 pesos each—how much money do they steal?

And they do it and keep doing it because people perhaps do nothing, they just leave it like that.

Abrí una cuenta, envié documentos solicitados me verificaron la cuenta y todo normal, le metí solo 100 pars probar que fuera un casino formal todo parecía bien, pero cuando intente jugar la aplicación, nuevamente me pidió prueba de verificación otra vez INE y una selfie.

Realice el proceso y supuestamente verifico con éxito sin embargo cada cosa que quería hacer me pedía nuevamente el mismo proceso, intentaba jugar o a cuaqueir opción que le presionara me pide verificación por que mi cuenta se restringido.

Envie correo a soporte técnico, me respondieron con algunas indicaciones muy simples y básicas como borrar caché de la app, reiniciar el teléfono y la app etc hice de todo y nada, les envié más correos uno de ellos con pantallas y me respondieron que habían escaldado lo caso y que se contactarian conmigo para resolverlo de manera personalizada, y de ahí... Nunca más me contactaron, les mande más correos y simplemente ya no me responden.

No es por la cantidad de dinero que ingrese, mi molestia, coraje y frustración es por el abuso y el cinismo con el que te bloquean la cuenta como nuevo usuario y se desentienden para mi eso es un robo, por que les voy a regalar dinero? Aun que sean 100 pesos? Imagínense si lo hacen con 1000 personas de 100 pesos cuanto dinero roban.?

Y lo hacen y lo siguen haciendo por que la gente quizás no hace nada, lo dejan así.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents have you submitted to the casino for account verification?
• Have you been asked to submit any additional documents in order to access the games?
• Are there any games on the casino website that you are able to launch without any issues?
• When was the last time the casino's customer support contacted you regarding this problem?
• Have you tried logging in to your casino account from a different device to see whether the issue persists?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Mrbazzio,

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,
Veronika
Casino.Guru