Vegasino Casino - Player's account is facing verification issues.

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.

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

Good morning

First of all, I have tried to extract the documents several times but unfortunately the ones the casino asks me for cannot be extracted in PDF but in another format, I have to convert it to PDF myself and that is when they reject it... I do not receive bank statements either by post or email and regarding whether I have communicated the problem to the casino, yes of course on many occasions by chat and by email, I do not have the chat conversations but I am sending you a capture so that you can see that they do not offer me any other solution or help. Thank you.

I apologize for the late response.

Is the deposit made to the casino in the list of transactions?

Could you please identify which of the transactions corresponds to this deposit?

Good afternoon, the payment is made on October 18 at 3:08 p.m. I will send you photos of the document that proves it.

Thank you very much, peina2noe, for providing the necessary information. 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.  

Dear peina2noe,

I have reviewed your case and I'm sorry to hear about your difficulties with the verification process. I will do my best to help you by reaching out to the casino. We will see what can be done once they respond. In the meantime, could you please clarify why the PDF documents of the card transactions that you attached to your initial message do not include the deposit the casino needs to verify, dated October 18th at 15:08? However, your later screenshots do show this deposit.

Dear Vegasino Casino,

I would like to invite you to join this conversation to help resolve the player's complaint. Could you please provide more information regarding the case? It seems that Cajamar Bank does not offer an option to download bank statements in PDF format. Could you consider other methods for verifying the player's payment method or deposit?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear peina2noe,

We hope you find this email well!

We would want to inform you that we have requested to upload additional documents to help you with your account verification. We kindly suggest you to please upload the requested documents via verification tab from your profile so we can help you further accordingly. Thank you!

If you have any additional questions, please, do not hesitate to contact us via email support@vegasino.com or via Live Chat.

Best Wishes,

Vegasino Team.

Good afternoon, thank you for the answer. As you asked, I entered the casino and went to the verification tab and it tells me to upload additional documents, but nowhere does it say what documents you are requesting from me now (I attach an image that verifies it). I spoke to an agent in the chat as you suggested and his response is that I need the usual pdf documents of card movements directly from the bank, those that I can't get.... I explained the problem to the guy and that you had contacted me for another solution and his response is that the guy in charge of that doesn't know that it belongs to another department and blah blah blah as long as they always give me... So I still can't verify my account and can't move forward on this matter. I hope you can give me a reasonable solution soon. Thanks.