Thanks my friend

Gracias amigo

Hi, hmm I guess I need a better description of the situation. What went wrong in the casino? You won on esports and therefore CSGO and you can't withdraw your money? Do I understand correctly? 

Hello, yesterday was my birthday, and I asked for the birthday bonus, I am level 881, until yesterday I had filled out the KYC1, they started to take a long time and asked me to fill out the KYC1 and KYC2 again, after several times after 1 hour they gave me a birthday gift of $200 and they congratulated me and I thanked them and that was it, my surprise was today when I tried to withdraw $40,000, which I had already withdrawn that amount previously, and it was canceled and my account was blocked, and it tells me to contact support and they tell me that I was not the one with the KYC and that I should put other information or they would not unblock my account, how can I report it? They have more than $100,000 of mine blocked there

Hola , ayer fue mi cumplea?os , y pedi el bono de cumplea?os , soy nivel 881 , hasta ayer tenia rellenado el KYC1 , empezaron a tardar y a pedirme que volviera a rellenar el kyc1 y el kyc2 , despues de varias veces al cabo de 1 hora me dieron un regalo de cumplea?os de 200 $ y me felicitaron y les di las gracias y ahi quedo, mi sorpresa a sido hoy cuando intento sacar 40.000$ , que ya habia sacado esa cantidad con anterioridad , y se me cancela y se me bloquea la cuenta , y me dice que me contacte con soporte y me dicen que yo no era la del KYC y que pusiera otros datos o no me desbloqueaban la cuenta , ? como puedo denunciar? tienen mas de 100.000 $ mios ahi bloqueados

It is nothing unusual that a casino would ask for some additional documents for the verification, so I believe that it is very important to cooperate and send those to the casino.

Otherwise, there is a big chance that you won't be able to withdraw, you know.

So, will you send the documents to them? What do you say?

I think you have not understood anything, I had been playing for 1 year with my account and my kyc1, which is what is normally required, depositing and withdrawing money, February 3 was my birthday and they contacted me for birthday bonus , they told me to fill out the kyc1 again and fill out the kyc2, after an hour and they gave me $200, the next day I went to withdraw $40,000, (I had already withdrawn that amount previously ) and now with kyc2 I could get even more, I got a message that my account was blocked and that i should contact with support, and they now say that ?I am not the person in the kyc?, and they dont want to give me my account with more than 100,000 dollars

Did they explain why they don't think that it is you, though?

This is really weird, especially if you have already passed all the checks previously.

But I believe that our complaint team could get involved and help you with all this if possible.

What do you say?

Please file your complaint here, and together we will investigate the whole matter.