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The casino obviously doesn't want to pay me because they always ask for extra documentation. My address, ID, ID with selfies, statements, and all the Mercado Pago receipts that reflect my deposits, totaling 2,300,000 Argentine pesos, have been verified.

They asked me for the Mercado Pago account movement, he went on to explain, I transferred by credit card within Mercado Pago (they charge a commission), therefore in the statement they ask me for Mercado Pago dated September that is not seen because it is an activity, they ask me from the bank, I explain to them that since the card was not closed I do not have it, but obviously I sent screenshots where all the expenses are seen, I highlighted them in yellow, I did everything, I sent many receipts, now I requested a partial statement from the bank which I do not think they will give it to me, I do not know what to do, more evidence and they do not deposit the money. It's been 3 days, I never had any problems and they never lost that amount of documentation that invades privacy, I plan to report it to the federal court if they do not deposit it in two days.

Could you please help me, so I can end this story, now, I don't understand what your business is, the same thing happens to everyone and apparently not everyone recovered their winnings, the logical thing like any casino is that they deposit, the player enjoys their winnings and plays again, but all you achieved is that I live stressed.

I ask for help to finish once and for all

El Casino no me quiere pagar evidentemente porque siempre piden una documentación extra, está verificada la dirección, el DNI, el DNI con selfis, extractos y mande todos los comprobantes de Mercado pago que reflejan lo que deposite, en total 2.300.000 argentinos.

me pidieron el movimiento de cuenta de mercadopago, pasó a explicar, yo transferí mediante tarjeta crédito dentro de Mercado pago (te cobra una comisión), por ende en el extracto que me piden de Mercado pago con fecha septiembre eso no se ve porque es una actividad, me piden del banco, les explico que como no cerró la tarjeta no tengo, pero obvio mandé capturas donde se ve todos los consumos, le resalté con amarillo, hice de todo, mandé muchos comprobantes, ahora solicité al banco un extracto parcial lo cual no creo que me lo den, no sé qué hacer, ya más pruebas y no me depositan el dinero. Ya pasaron 3 días, nunca tuve ningún problema y nuncs me perdieron esa cantidad de documentación que invade la privacidad, yo pienso denunciarlo en la justicia federal si en dos días no me depositan.

ustedes podrían ayudarme por favor, así termino esta historia, ahora bien, no entiendo cuál es su negocio a todos les pasa lo mismo y por lo visto no todos recuperaron su ganancia, lo lógico como cualquier casino es que te depositen, el jugador disfruta sus ganancias y vuelve a jugar, pero así lo único que lograron que viva estresado.

pido ayuda para terminar de una vez

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Hello,

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 take KYC lightly, and it might take a few working days to complete this thorough process.

• When exactly did you send the last documents to the casino?
• Have you provided all the required documents as soon as possible and in the correct format?
• Do I understand correctly that there is an issue for the casino to accept your proof of payment method?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hello Thomas, now the topic has passed 40 million since I continued playing.

I presented everything in a timely manner and they accepted me (09/17), until they asked me for the Mercado Pago account summary, which was the method I used to deposit, which on the Mercado Pago platform the transfer is not seen in the (Movements) section, since I used an external card within Mercado Pago to make the sum of $2,300,000 in transfer to the casino's payment provider.

Mercado Pago responded to me that since it is not an account transaction, it is not visible on the statement, that I should go to the credit card, but my card closes on 09/25 and only then will they issue the credit card statement (pdf format that they are requesting). Well, as we all know, THERE IS NO PARTIAL CREDIT CARD SUMMARY. I explain to them and send them screenshots of my transactions, transfer receipts, etc. as an option to advance and they want me to send the same thing, therefore I HAVE NO CHOICE BUT TO WAIT until the end of this week for them to issue it.

BUT MY BIGGEST FEAR IS, will they pay me as soon as I show up?

The withdrawal dates (updated) are today 09/21.

I WANT TO BE GIVEN PEACE OF MIND even if they pay me.

PS: I'll send you the request by email.

greetings

Buenas Tomás, ahora el tema paso 40 millones ya que seguí jugando .

presente todo a tiempo y forma y me fueron aceptando (17/09), hasta que me pidieron el resumen de cuenta de mercadopago que fue el método que utilice para depositar, lo cual en la plataforma de Mercado pago no se ve la transferencia en el sector (Movimientos), ya que utilice una tarjeta externa dentro de Mercado pago para hacer la sumatoria de $2.300.000 en transferencia al proveedor de pago del casino.

Mercado pago me respondió que al no ser movimiento de la cuenta no se ven en el extracto, que vaya a la tarjeta de crédito, pero mi tarjeta cierre el 25/09 y recién ahí emitirán el resumen de la tarjeta de crédito (formato pdf que me solicitan ) bueno como todos conocemos, NO EXISTE RESUMEN PARCIAL DE TARJETA DE CRÉDITO, les explico y les mando como opción capturas de mis movimientos, comprobantes de transferencia, etc para adelantar y lo mismo quieren que mande, por ende NO ME QUEDA OTRA QUE ESPERAR hasta fines de esta semana que me emitan.

PERO MI MAYOR MIEDO ES, me pagaran apenas presente?

Las fechas de retiro (actualizada) son de hoy 21/09.

QUIERO QUE ME DEN LA TRANQUILIDAD aunque sea que me pagaran.

Pd: te paso por Mail, la solicitud.

saludos

Tomas why don't you help me?

Tomas porque no me ayudas?

I have already submitted my credit card statement and it is awaiting approval.

Ya presente el resumen de la tarjeta de crédito está en espera de aprobación

Dispute updated since 9/23 $72,500,000, it's strange that with the other verifications they responded quickly and with this one, which is the last one, 10 hours have passed and there's no response whatsoever.

What are we going to do? The casino obviously doesn't want to pay.

Disputa actualizada desde el 23/9 $72.500.000, que raro que con las otras verificaciones respondían rápido y esta que es la última pasaron 10 hs y no hay repuesta alguna.

que vamos hacer tomas ? El casino evidentemente no quiere pagar

Thanks for your patience.

I went over the communication you provided.

• You wrote that the relevant document would be available to you on 26/9/2025. Do I understand correctly that you submitted this document to the casino for review recently?

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 take KYC lightly, and it might take a few working days to complete this thorough process.

Kindly let me know how the situation develops.

I would also recommend you exercise patience and don't unnecessarily risk your funds at this stage. Let’s stay positive and hope for some good news regarding your verification.

Looking forward to your reply.

Yesterday 09/27 at 8:30 pm I sent it.

Because the other verifications are quick, but this one isn't! They're not going to keep me waiting 10 more days. I'll wait until today. And if not, I'll see.

No, what's the point anymore? Win or lose, you don't get paid. More stress for nothing. They should stop messing around and pay me. Verification is quick and easy.

ayer 27/09 a las 20:30 hs lo envié.

porque las otras verificaciones son rápidas y esta no! A mi no me van a tener 10 días más esperando. Yo espero hasta hoy. Y si no veré

No ya no de que sirve gane o pierda no te pagan. Al pedo más estrés. Que se dejen de joder y me paguen la verificación es rápida sencilla .

What does it have to do with a payment provider? They must pay through a provider and that's it.

que tiene que ver, un proveedor de pagos, ellos deben pagar a través de un proveedor y listo

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]), 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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MartinTuc,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Best regards,

Romi