I made a deposit and I won I asked to make the withdrawal they asked me for several documents and I sent them they said it was right they asked for 48 to deposit and every message has one more problem they said my CNH document is incorrect I sent it again later they asked for my cell phone account, and always informing that the deposit will be made within 48 hours, I am tired of sending documents, there is always an impediment to pay

Fiz um depósito e ganhei pedi para fazer o saque me pediram vários documentos e mandei disseram que estava certo pediram 48 para depositar e toda mensagem tem mais um problema disseram que o meu documento de CNH está incorreto mandei novamente depois pediram a conta do meu celular, e sempre informando que em 48 horas será feito o depósito, estou cansada de mandar documentos, sempre tem um impedimento para pagar

Dear Bia7611,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

I already sent the documents to CNH but they are asking for another one that I don't have the CNH is valid I already took the photo even with the CNH, the problem is that in the app the name was only Fabiana Martins and my name is Fabiana Pereira Martins. It does not justify refusing the driver's license I sent the new driver's license and the old one has no reason to refuse

Já enviei os documentos a CNH mas est?o pedindo outro que n?o tenho a CNH é valida já tirei a foto inclusive com a CNH, o problema é que no aplicativo o nome só ficou Fabiana Martins e meu nome é Fabiana Pereira Martins. N?o justifica recusar a cnh enviei a CNH nova e a antiga n?o tem motivo para recusar

Bia7611, could you please forward a picture of your driving license to [email protected]? Thank you in advance.

sent thanks for the help

An order was placed for a photo holding my name date of birth and the name of the casino. Then it asks for the document again, I don't understand anything

Enviei obrigado pela ajuda

Foi feito um pedido de uma foto segurando meu nome data de nascimento e o nome do cassino. Depois pede novamente o documento n?o estou entendendo nada

Thank you for sharing all the required details, Bia7611. Your complaint will be forwarded to my colleague Natalia ([email protected]) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hi Bia7611,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Bets Amigo Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what's wrong with the player's documents?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected].

Kind regards,

Natalia

I was informed that the documents were analyzed again, a photo of me holding a piece of paper with my name, date of birth and the name of the casino, at the end saying that if I needed more documents, they would contact me again. But nothing to say in paying.

Me informaram que foi analisado novamente os documentos uma foto minha segurando um papel com nome data de nascimento e o nome do cassino, no fim dizendo que se precisasse de mais documentos entrariam em contato novamente. Mas nada em dizer em pagar.

And with each answer they return the money to the account cancel the withdrawal

E a cada resposta eles devolvem o dinheiro para a conta cancelam a retirada

Help me they denied the deposit, I don't know what else to do, help me please

Me ajuda negaram o depósito, n?o sei mais o que fazer, me ajuda por favor

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.

They got in touch with me and said that they are not the ones who solve it but another institution but they did not give me the name of the institution

Entraram em contato comigo e disseram que n?o s?o eles que resolvem mas outra institui??o mas n?o me passaram o nome da institui??o

don't see

N?o v

They asked me for another document, they did not accept the CNH, because they report that it is false I am feeling aggrieved because it seems that I am a criminal I would only like to receive the money

Me pediram outro documento n?o aceitaram a CNH, pq relatam que é falsa estou me sentindo lesada pq parece que sou uma bandida só gostaria de receber o dinheiro

Dear Bia7611, 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 MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) 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 ([email protected]). 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,

Natalia