The player from Spain faces difficulties providing verification documents for card transactions, but the casino refuses to accept them, causing frustration.
Vegasino Casino - Player's account is facing verification issues.
Amount: €980
Vegasino Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
1d 0h 45m 47s
Case summary
6 days ago
Public
Public
1 week ago
Translation
Good afternoon, my problem has been providing the verification documents of my card transactions. As I attached in a photo, my bank is refusing to send them to me in PDF, even though in the conversation you can see they said they would. This is not true; I can only download them in Excel and then convert them myself to PDF, but the casino says that doesn't work for them. Besides contacting the bank via message, I have also reached out by phone and in person at my branch, and the response is the same... I am also attaching the documents they requested in PDF after I converted them myself so you can see that this is truly what they are asking for. They are clear, and I don't understand why the casino won't accept them. I hope you can help me, thanks.
Automatic translation:
Public
Public
6 days ago
Dear peina2noe,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegasino Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you tried exporting your bank statement using the guide on the bank's website?
- https://www.cajamar.es/es/comun/te-ayudamos/infografias/banca-electronica/financiacion-movimientos-cuenta/
- Do you receive monthly bank statements via post or to your email?
- Have you contacted casino support and asked them for assistance?
- Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Casino Guru is examining the case
