Thank you for responding. I'd like to clarify a few important points:

The fact that I was asked for selfies of people who sent me transfers violates third parties' right to privacy and has no legal basis, nor is it covered by any valid KYC (know your customer) policy. I have already consulted with specialists, and this is neither a valid nor proportional requirement.

Negative reviews about the casino don't justify what they're doing to me. The reason I came here to play isn't relevant; what's relevant is that they're withholding my funds without justification.

What I'm asking for is very clear: that the casino return my money, since I haven't committed any violations and have been forced to go through an abusive and irregular verification process.

I appreciate your consideration of lowering the casino's security rating. I ask you to please initiate the formal complaint process with Tomás or whoever is appropriate, and to pressure the casino to provide a clear and fair response.

I await your genuine support in this process. In the meantime, I will continue to spread the word about this situation on other platforms and consider filing a formal complaint with the relevant gaming authority.

Gracias por responder. Quiero aclarar algunos puntos importantes:

El hecho de que me hayan pedido selfis de personas que me enviaron transferencias viola el derecho a la privacidad de terceros y no tiene sustento legal ni está contemplado en ninguna política de KYC (conozca a su cliente) válida. Ya me he asesorado con especialistas y eso no es un requisito válido ni proporcional.

Que haya comentarios negativos sobre el casino no justifica lo que me están haciendo. La razón por la que vine a jugar aquí no es relevante; lo relevante es que están reteniendo mis fondos sin justificación.

Lo que estoy pidiendo es muy claro: que el casino me devuelva mi dinero, ya que no he cometido ninguna infracción, y se me ha hecho pasar por un proceso de verificación abusivo e irregular.

Agradezco que consideren rebajar el índice de seguridad del casino. Les pido por favor que inicien el proceso formal de reclamo con Tomás o con quien corresponda, y que presionen al casino para que dé una respuesta clara y justa.

Quedo a la espera de su apoyo real en este proceso. Mientras tanto, seguiré difundiendo esta situación en otras plataformas y evaluando una queja formal ante la autoridad competente de juego.

Well, I don't know how the casino imagines everything exactly, and it would be best if they explain it, which we will try to find out with the help of the complaint. 

Nevertheless, the casino may have some suspicions and wants to check it out. This is a strange way of doing things and it would be best if we got some more information from them. 

We will try to make the whole process fair, as you said yourself, but I certainly won't promise the result in advance.

So everything will become clear in time, we just have to be a bit more patient as Tomas is not dealing with just one complaint. 

If you have an update, definitely let me know.

I want to clarify something important: the transfers I received were domestic, for small amounts, without the use of bank cards or cryptocurrencies, and all were made by people I knew (tenants).

There is no financial or legal logic that justifies a money laundering investigation under these conditions. It's completely disproportionate to think that a personal account with small amounts can be used for illegal purposes.

Yet the casino demands documents and selfies from these people. This not only violates their privacy, but is not legally enforceable under any data protection legislation.

I'm willing to verify everything related to me as a player, but what the casino is doing isn't a legitimate verification measure, but rather a tactic to delay or avoid payout.

I appreciate your help, and I hope you'll keep in mind that you can't compare a typical retirement case, involving a modest amount, with a high-risk case.

I hope the casino takes a serious approach and doesn't tolerate this practice.

And I don't see this as the only case. I've started reading other complaints very similar to what they're asking me to retain profits.

Quiero aclarar algo importante: las transferencias que recibí fueron nacionales, por montos peque?os, sin el uso de tarjetas bancarias ni criptomonedas, y todas fueron realizadas por personas conocidas (inquilinos).

No existe ninguna lógica financiera ni legal que justifique una investigación por lavado de dinero en estas condiciones. Es totalmente desproporcionado pensar que se puede usar una cuenta personal con montos bajos para algo ilegal.

Aun así, el casino me exige documentos y selfis de esas personas. Eso no solo viola su privacidad, sino que no es legalmente exigible bajo ninguna legislación de protección de datos.

Estoy dispuesta a verificar todo lo relacionado conmigo como jugadora, pero lo que está haciendo el casino no es una medida legítima de verificación, sino una táctica para retrasar o evitar el pago.

Agradezco su ayuda y espero que se tenga en cuenta que no se puede comparar un caso de retiro común, por una cantidad modesta, con un caso de alto riesgo.

Espero que el casino responda con seriedad y que no se tolere esta práctica.

Y no veo ser el único caso me e puesto a leer otras quejas muy similares a lo que me solicitan a mi para retener ganancias

> I have complied with all reasonable and justified verification processes. Despite this, they continue to withhold my funds for supposedly "additional verifications" that have no legal or logical basis, especially considering the amount in question is $10,000 Mexican pesos and the method was a domestic bank transfer.

I've already handed over my ID and receipts, and now they're demanding third-party documents, which violates the privacy rights of people who have no contractual relationship with the casino.

Given this situation, I'm beginning to suspect that support or verification staff may be acting with internal incentives to withhold funds and deliberately hinder payment.

I request a clear and definitive answer: What is the real reason for the blockage? Is there a legal framework for requesting documents from third parties not related to the contract?

If I don't receive a prompt and justified solution, I will escalate this complaint to consumer protection agencies, international forums, and financial authorities that regulate gaming and data protection.

.

> He cumplido con todos los procesos de verificación razonables y justificados. A pesar de ello, siguen reteniendo mis fondos por supuestas "verificaciones adicionales" que no tienen base legal ni lógica, especialmente considerando que el monto en cuestión es de $10,000 pesos mexicanos y el método fue transferencia bancaria nacional.

Ya entregué mi identificación y comprobantes, y ahora me exigen documentos de terceros, lo cual viola el derecho a la privacidad de personas que no tienen relación contractual con el casino.

Ante esta situación, empiezo a sospechar que el personal de soporte o verificación puede estar actuando con incentivos internos para retener fondos y dificultar el pago deliberadamente.

Solicito una respuesta clara y definitiva: ?cuál es el motivo real del bloqueo? ?Hay un marco legal para exigir documentos de terceros no vinculados al contrato?

En caso de no recibir una solución pronta y justificada, procederé a elevar esta queja a organismos de protección al consumidor, foros internacionales y autoridades financieras que regulan el juego y la protección de datos.

.

I can't tell you why a casino would act this way and why they would want documents from other people who sent you money. It seems strange to me and I haven't come across a case like this before. 

But I'm just an admin on the forum, so Tomas is handling your complaint and I can give you my view on the situation. 

We'll see where it goes from here and if it can be resolved. 

As I mentioned, we'll have to wait a while for that.

The casino justifies its actions by arguing that it is protecting against money laundering and underage gambling, but this explanation is completely absurd and offensive.

I've already submitted all my personal documentation: official ID and selfie, as required by their policies. Furthermore, all my deposits were made via SPEI transfers for amounts under 500 pesos, which is far from constituting a suspicious transaction or justifying a money laundering investigation.

Requesting documentation from third parties not related to my account is not only unfounded, but also represents a serious violation of privacy. There is no clause in their terms and conditions that supports such a demand.

What they're doing isn't protection or regulatory compliance: it's clearly illegal profit-stealing, something sadly common in casinos with dubious reputations and poor oversight.

I hope this situation is evaluated with the seriousness it deserves.

El casino justifica su actuar bajo el argumento de protección contra el lavado de dinero y el juego de menores, pero esta explicación es totalmente absurda y ofensiva.

Yo ya entregué toda mi documentación personal: identificación oficial y selfie, tal como lo exigen sus políticas. Además, todos mis depósitos se realizaron mediante transferencias SPEI por montos menores a 500 pesos, lo cual está lejos de representar una operación sospechosa o que justifique una investigación por blanqueo de capital.

Solicitar documentación de terceros ajenos a mi cuenta no solo carece de fundamento legal, sino que representa una violación grave a la privacidad. No hay ninguna cláusula en sus términos y condiciones que respalde semejante exigencia.

Lo que están haciendo no es protección ni cumplimiento normativo: es un claro retén ilegal de ganancias, algo lamentablemente común en casinos con reputación dudosa y poca supervisión.

Espero que esta situación sea evaluada con la seriedad que merece.

I want to add something important to make it clear in the follow-up of my case:

If there really was a legitimate investigation into money laundering or any other illegal activity, the casino would have already closed my account, permanently frozen the funds, and notified the appropriate authorities.

However, none of that has happened. My account is still active, the balance is on hold without any valid explanation, and they continue to contact me, which proves there's no real investigation.

Furthermore, if they were truly implementing anti-money laundering (AML) policies, they would never request personal documents from third parties not involved in the account, because that is illegal and contrary to any serious regulation.

What they're doing isn't part of any formal protocol, but rather an excuse to withhold my winnings without legal justification, something sadly common in casinos with little transparency.

I appreciate you taking this into account when analyzing my case.

Quiero agregar algo importante para que quede claro en el seguimiento de mi caso:

Si realmente existiera una investigación legítima por lavado de dinero o cualquier otra actividad ilegal, el casino ya habría cerrado mi cuenta, bloqueado definitivamente los fondos y notificado a las autoridades correspondientes.

Sin embargo, nada de eso ha ocurrido. Mi cuenta sigue activa, el saldo está retenido sin explicación válida, y siguen comunicándose conmigo, lo que demuestra que no existe ninguna investigación real.

Además, si de verdad estuvieran aplicando políticas de prevención de lavado de dinero (AML), jamás solicitarían documentos personales de terceros ajenos a la cuenta, porque eso es ilegal y contrario a cualquier regulación seria.

Lo que están haciendo no es parte de ningún protocolo formal, sino una excusa para retener mis ganancias sin justificación legal, algo tristemente común en casinos con poca transparencia.

Agradezco que tomen esto en cuenta para el análisis de mi caso.

We will only go round in circles if we keep talking about the same things. I understand what you are trying to say, but there is no need to repeat it. The important information will be for the complaint where your problem is being solved. 

I don't want to sound rude or that I don't care, that's not true, but I simply can't do anything about it on the forum, everything will be solved by Tomas for now. 

I realize that this is a new situation for you, so try to be patient and let us work through it. 

When you have an update then please write me.