YoApuesto Casino - Player's KYC documents remain unacknowledged.

KYC Hace Semanas Envié Mis Documentos & No Me Han Respondido

Dear berlop02, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Envié fotos de mi identificación, estados de cuenta & comprobante de domicilio en los formatos que pedían el día 11 de Noviembre del 2024

Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru.

When was the last time you communicated with the casino customer support? If you have any conversations, screenshots, or chat transcripts, kindly send them to me as well. Thank you for your patience and cooperation.

Dear berlop02,

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.

Thank you for your screenshot. However, I asked you if you could forward the documents that you sent to the casino for verification to my email address: veronika.f@casino.guru. Kindly include all the relevant communication between you and customer support that could be helpful for the investigation of your case. Thank you for your patience and cooperation.

Dear berlop02,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.