Sportium Casino - Player struggles with document upload to access winnings.

I'm unable to upload the requested identification documents to this website in order to withdraw my winnings. This issue persists across various devices. I have contacted the site's customer service via email about this problem, but have yet to receive a helpful solution. I attempted uploading my documents using different browsers, incognito windows, and even after clearing my browsing history and cache data, but nothing seems to work. The website continually indicates a delay in response, resulting in my uploads never completing. Due to this issue, I'm unable to access my winnings. I have suggested sending my documents through email, but I was informed that document uploads must be made via the website. I'm currently unable to upload anything as the website's menu doesn't load properly across multiple devices and browsers.

Dear lautaro280800,

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 and I believe that the casino should be able to find a solution or alternative in a case like this.

Do I understand correctly that the casino refused to review documents sent via email? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Dear lautaro280800,

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.

Yes exactly, the casino only receives the documentation through its website.

Since I am from Argentina, it does not charge me to send that part of my documentation, I sent several imals to the page support, and their response is the same, a link that takes me where to upload the documentation within the almost, and it does not charge me The problem is that since I am Argentine, their servers do not load. I am willing to send all the necessary documentation that they require.

But my only contact is via email, I want to send it there since my case is particular.

Thank you very much, lautaro280800, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi lautaro280800, 

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sportium Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have registered any technical glitch or bug on your website since the player is unable to upload their documents for verification directly on the website? Have you suggested any other method for the account's verification?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear lautaro280800, 

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Online Dispute Resolution center of the EU (https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the General Directorate of Gambling Regulation itself (https://www.ordenacionjuego.es/es/reclamaciones). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia