The player from Mexico provided all the required documents to verify her account, but the casino hasn't reviewed them. We rejected the complaint because the player didn't respond to our messages and questions.
My complaint is not monetary since they did not even allow me to withdraw and my money disappeared, my complaint is that I have sent about 6 proofs of address and 2 bank account proofs in my name and days have passed and they cannot even check the papers and Well, less to withdraw since without those added documents it does not give the possibility
Dear Lasd891019,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Could you please advise when exactly you provided the last batch of documents? Do I understand correctly that you have provided all the required documents?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina