When I wanted to collect they told me that I could not and should send documents to verify my account and it took 24 hours and when I played and lost the 1200 suns it did not take two hours and they sent me a message saying that my account was already verified and I could continue playing a trick to keep depositing and only win them how many more will do that

Cuando quise cobrar me dijeron que no podía y debía enviar documentos para que verifiquen mi cuenta y demoraba 24 horas y cuando jugué y perdí los 1200soles no pasó ni dos horas y me mandaron N un mensaje diciendo que ya estaba verificada mi cuenta y podía seguir jugando una treta para seguir depositando y solo ganar ellos a cuantos mas le harán eso

Dear Julio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Afterwards, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account.

Please let us know if this information was helpful. Looking forward to hearing from you.

Best regards,

Petronela

Dear Julio,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.