I fulfilled the casino rollover and they just don't want to take my payment. I made several deposits on the platform and bet the amount. Every day they cancel my withdrawal claiming that document is missing. I've already sent several documents to them and they always find a way to request something else. I sent identity, proof of residence, selfie with identity, screen print that proves that the number used to open the account is mine. Now I received another email saying to add some identification document but that it could not be the same one used for the first verification of the account. The documents requested by them were passport, RG, or driver's license, and they said that I can no longer use the RG, so it would have to be a passport or driver's license, since not everyone has a driver's license, much less a passport. Note: I've been trying to cash out since the middle of last month!

Cumpri o rollover do cassino e eles simplesmente n?o querem fazer meu pagamento. Fiz vários depósitos na plataforma e apostei o valor. Todo dias eles cancelam o meu saque alegando que falta documento. Já enviei diversos documentos pra eles e sempre d?o um jeito de solicitar mais alguma coisa. Enviei identidade, comprovante de residência, selfie com a identidade, print da tela que comprova que o número usado pra abertura da conta é meu mesmo. Agora recebi um outro email dizendo pra adicionar algum documento de identifica??o mas que n?o podia ser o mesmo usado pra primeira verifica??o da conta. Os documentos solicitados por eles foram passaport, RG, ou carteira de habilita??o, sendo que eles falaram que n?o posso mais usar o RG, ent?o teria que ser passaporte ou habilita??o, sendo que nem todo mundo tem carteira de habilita??o, muito menos passaporte. Obs: estou tentando sacar desde meados do mês passado!

Dear Socorrosilva, 

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 takes 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? Could you please confirm that your RG is the last document that has not been approved yet? Has the casino explained to you what was the problem with your RG?

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

Hello. They never informed that the RG was not accepted. Quite the opposite! When I sent the RG and selfie with RG they informed that the document was accepted and that my account was verified. They never informed me that it was not approved. They confirmed that everything they required me to send was approved. The RG was the first document I sent along with the selfie with the RG, and proof of residence. In all, they were RG, selfie with RG, proof of residence, proof of the telephone line holder, and they asked me to send a photo with a paper written my full name, date of birth and name of the casino. They approved my RG exactly on 05/23/2023. The last one was sent on 05/30/2023. I have all the emails proving that everything they asked for was sent and that even everything was approved. Every day they cancel the withdrawal and find a way to ask for something different, thus extending it to not make the payment, they are acting in bad faith.

And not. I never asked to give up absolutely anything!

Olá. Nunca informaram que o RG n?o foi aceito. Muito pelo contrário! Quando fiz o envio do RG e selfie com RG eles informaram que o documento foi aceito e que minha conta foi verificada. Em nenhum momento informaram que n?o foi aprovado. Eles confirmaram que foi aprovado tudo que exigiram pra eu enviar. O RG foi o primeiro documento que enviei juntamente com a selfie com o RG, e o comprovante de residência. Ao todo foram RG, selfie com RG, comprovante de residência, comprovante do titular da linha telef?nica, e pediram pra eu enviar uma foto com um papel escrito meu nome completo data de nascimento e nome do cassino. Eles aprovaram meu RG exatamente dia 23/05/2023. O último foi enviado dia 30/05/2023. Tenho todos os email comprovando que foi enviado tudo oque eles pediram e que inclusive tudo foi aprovado. Todo dia eles cancelam o saque e d?o um jeito de pedir algo diferente, sendo assim prolongando pra n?o fazer o pagamento, est?o agindo de má fé.

E n?o. Eu nunca pedi desistência de absolutamente nada!

Please forward any relevant communication between you and the casino regarding the issue with verification documents to [email protected].

I already sent it to the email

Já fiz o envio para o email

Thank you for your email. Could you please confirm that you provided the casino with the documents needed to verify your mobile phone number? Also, have you provided the casino with any additional ID document as requested in their email?

I confirm that I provided document to prove my cell phone number.

My dissatisfaction with the casino is exactly this, they are demanding a driver's license or a passport since not everyone has the luxury of having this type of document, not everyone has a car, much less travels to another country. I sent another document with a photo that was my electoral card and work card, and they still refuse to accept it. They are acting in such bad faith that they asked for this document after I had sent several others, and from what I understand they informed you that my identity was not accepted and they did not inform me of this. Note: I also made a deposit at the casino and they still don't want to let me withdraw.

They are doing this to many people.

Confirmo que forneci documento pra comprovar meu número de celular.

Minha insatisfa??o com o cassino é exatamente essa, eles est?o exigindo habilita??o ou passaporte sendo que nem todo mundo tem o luxo de ter esse tipo de documento, nem todo mundo tem carro e muito menos viaja pra outro paí. Enviei outro documento com foto que foi meu título eleitoral e carteira de trabalho, e mesmo assim se recusam aceitar. Est?o agindo de t?o má fé que pediram esse documento depois de eu ter eviado vários outros, e pelo que percebi informaram a vocês que minha identidade n?o foi aceita sendo que n?o informaram nada disso pra mim. Obs: também fiz depósito no cassino e mesmo assim n?o querem me deixar sacar.

Est?o fazendo isso com muitas pessoas.

Thank you very much, Socorrosilva, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello, Socorrosilva!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

OK! I'm waiting.

Ok! Estou no aguardo.

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.

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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) 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 Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team