Hello: I registered in this casino on April 14th. Deposit with my Visa and withdraw 400 euros.

I stayed in the account with 134 euros to continue playing and I lost them. So I tried to deposit again and the casino system won't let me because my account needs to be verified.

I send the documents that they let me send through the casino's website, only DNI (Identity Document) and no more documents could be sent. They tell me that it is 48 hours to verify the account, after 48 hours they ask me for proof of address, I send it and they tell me that it is another 48 hours.

When 48 hours have passed, they ask me for a Selfie from my Visa card, which I send again and 72 hours have already passed without a response from the casino.

I have sent several emails but they do not answer, the 400 euros are in pending withdrawals but the system does not allow depositing, nor does it allow the 400 to be reversed to continue playing, the casino does not answer anything I ask.

Chat does not exist, so I no longer know what to do, and the casino still does not answer, I have not received my account verification nor can I play since day 154.

I registered at this casino because Casino Guru said it has a perfect reputation, which I have to question.

I hope you help me resolve this matter, thanking you in advance.

All the best

Hola : me registre en este casino el dia 14 de Abril. Deposite con mi Visa y retiré 400 euros.

Me quede en la cuenta con 134 euros para seguir jugando y los perdi. Entonces intente depositar nuevamente y el sistema del casino no me deja porque hay que verificar mi cuenta.

Mando a traves de la Web del casino los documentos que me dejan enviar, solo DNI ( Documento de Identidad ) y ya no se podían mandar mas documentos. Me dicen que son 48 horas para verificar la cuenta, pasadas las 48 horas me piden prueba de domicilio , la envio y me dicen que son otras 48 horas.

Cuando pasan las 48 horas me piden Selfie de mi tarjeta Visa, que vuelvo a enviar y ya han pasado 72 horas sin tener respuesta del casino.

He enviado varios correos pero no contestan, los 400 euros estan en retiros pendientes pero el sistema ni deja depositar, ni deja revertir los 400 para seguir jugando, no el casino contesta a nada de lo que pregunto.

Chat no existe , por lo que ya no se que hacer , y el casino sigue sin contestar, no me llega la verificacion de mi cuenta ni puedo jugar desde el dia 154.

Yo me registre en este casino porque casino Guru decia que tiene una reputacion perfecta, cosa que tengo que poner en duda.

Espero me ayuden a resolver este asunto, dandole las gracias anticipadamente.

Un saludo

Dear Canaberto,

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.

Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?

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

Hello: the documentation is all sent from the 18th.

The last thing they asked me for was a Selfie of my identification document and I sent it.

Since then I have not heard from the casino and they have not responded to a single email I sent.

The account remains the same: pending withdrawals 400 euros.

The same documentation has been sent to other casinos and they all gave me the OK and my account was verified

-Championsbet and

- Rolletto

Among others

Hola:la documentación esta toda enviada desde el día 18.

Lo último que me pidieron fue un Selfie de mi documento de identificación y lo mande.

Ya desde entonces no he tenido noticias del casino y no han contestado a ni un solo correo que envie.

La cuenta sigue igual: retiros pendientes 400 euros .

La misma documentación ha sido enviada a otros casinos y todos me dieron el OK y fue verificada mi cuenta

-Championsbet y

- Rolletto

Entre otros

Thank you very much, Canaberto, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks Petronela. They do not answer anything at all and yet today I received an email

(from [email protected]) with advertising for him to play and I have written to them saying that the account remains the same: I cannot play because they do not let me deposit and they do not verify my account when I have emails saying that it is 48 hours for verification.

Incredible about this casino ............

Gracias Petronela. No contestan a nada de nada y sin embargo hoy me ha llegado un correo

( desde [email protected] )con publicidad para que juegue y les he escrito diciendo que la cuenta sigue igual : no puedo jugar porque no me dejan depositar y no me verifican cuenta cuando tengo correos diciendo que son 48 horas para su verificacion.

Increible lo de este casino............

Hello canaberto,

I looked at your complaint and will do my best to help you. I would like to invite Magicwins Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

I received an email from Magicwins tonight and they ask me again for all the documents, when they have been sent for several days.

I can not believe it.......

It is clear that it is not a clean or formal casino

He recibido esta noche un correo de Magicwins y me piden otra vez todos los documentos, cuando están enviados desde hace ya varios dias.

No me lo puedo creer.......

Esta claro que no es un casino limpio ni formal

And right now I have resent the same documents (ID photo, visa selfie with which I deposit and selfie with folio that puts the name of the casino and date of the 15th) that they asked me on the 15th and were sent that same day, without having had response from this casino.

I don't know what these people are playing but they don't have any formality.

Now they will ask for new things

Y ahora mismo he vuelto a reenviar los mismos documentos ( foto dni, selfie visa con la que deposite y selfie con folio que pone nombre del casino y fecha del día 15) que me pidieron el día 15 y fueron mandados ese mismo día ,sin haber tenido respuesta de este casino.

No se a que juegan esta gente pero formalidad no tienen ninguna.

Ahora pedirán nuevas cosas

Another day without hearing from the casino and without having my account verified.

I imagine they don't want to pay.

How does this casino have a "perfect reputation", according to you, that's why I signed up with them.

Otro dia mas sin tener noticias del casino y sin que me verifiquen la cuenta.

Me imagino que no quieren pagar.

? Como tiene este casino una "perfecta reputación", segúun ustedes ?Por eso me registre con ellos.

After having sent my documents for the 4th time in a row, today I receive an email saying that they have received my documents but that they have not received my passport photo (I don't have a passport, I only have an identification document, which here in Spain is called a document of identity) and that they have not received a photo with my document, my face and a blank page with the name of the casino and the date.

To say that everything is already sent and I think I remember that there are 4 times.

What I'm not going to be is taking a photo of the folio every day and putting a date every day because they want to.

This has never happened to me in a casino because my documents have always been verified but this bad casino seems to not want to pay and asks for the documents every day.

I just sent again a photo of my identity document and a selfie photo of the folio with my document and name of the casino and date

I no longer know what these people want to verify my account and pay me.

Once everything is solved I will ask to close the account because playing in this casino would be crazy.

Despues de haber enviado por 4a vez consecutiva mis documentos, recibo hoy un correo diciendo que han recibido mis documentos pero que no han recibido la foto de mi pasaporte ( no tengo pasaporte, solo tengo documento de identificacion , que aqui en Espa?a se llama documento de identidad) y que tampoco han recibido una foto con mi documento, mi cara y un folio en blanco donde aparezca el nombre del casino y la fecha.

Decir que eso esta enviado todo ya y creo recordar que son 4 veces.

Lo que no voy a estar es haciendome una foto del folio todos los dias y poniendo una fecha todos los dias porque ellos quieran.

Esto jamas me ha pasado en un casino porque siempre me han verificado mis documentos pero este mal casino parece que no quiere pagar y pide los documentos todos los dias.

Acabo de mandar otra vez una foto de mi documento de identidad y una foto selfie del folio con mi documento y nombre del casino y fecha

Ya no se que quieren mas esta gente para verificar mi cuenta y pagarme.

Una vez se solucione todo pediré el cierre de la cuenta porque jugar en este casino sería de locos.

Good morning Viliam and sorry for so many messages.

Today I received mail from Magicwins and they tell me to send a passport, that they already have the identity document.

I do not understand how they can ask for a passport if in any casino they ask for it, also the passport here in Spain is not mandatory to have it and I have never had it because I do not go out of the country.

It is seen that they do not want to verify account

Buenos dias Viliam y perdone por tantos mensajes.

Hoy he recibido correo de Magicwins y me dicen que mande pasaporte, que el documento de identidad ya lo tienen.

No entiendo como pueden pedir pasaporte si en ningun casino lo piden, ademas el pasaporte aqui en Espa?a no es obligatorio tenerlo y yo nunca lo he tenido porque no salgo fuera del pais.

Esta visto que no quieren verificar cuenta

Good afternoon: On Monday they told me that it is another 48 hours for the verification of the account. I have written to them saying that more than 48 hours have passed and look at what they answer:

Clémentine, 28 avr. 18:40

Bonjour Monsieur Berdun Torres,

Certaines demandes demanding parfois une analyze plus approfondie et, par consequent, causent une attente que nous ne souhaitons en aucun cas.

Nous vous confirmons notre volonté de solutionner votre demand efficacement, et you promise revenir ver vous dans les plus brefs délais possibles.

Nous vous remercions à nouveau pour votre patience et votre understanding.

Cordialement,

Clémentine

I have answered them saying that my documents are all in perfect condition to be verified and that I have already sent them 5 times but that it is already 13 days to verify the account, when in all the casinos that I play, recommended by casino guru, they give me the OK at 24 hours, but apparently this casino is unique and special because what they are doing with me does not make sense. I am looking forward to collecting my 400 euros and I will ask to close the account, why continue playing in such a problematic casino?

Every time they ask me for documents again they tell me that it is 48 hours to verify the account and so we can stay as long as they want. It is unheard of at this casino.

Thanks for your attention mr. Viliam

Buenas tardes : El lunes me dijeron que son otras 48 horas para la verificacion de la cuenta. Les he escrito diciendo que ya han pasado mas de 48 horas y mire lo que contestan :

Clémentine, 28 avr. 18:40

Bonjour Monsieur Berdun Torres,

Certaines demandes exigent parfois une analyse plus approfondie et, par conséquent, causent une attente que nous ne souhaitons en aucun cas.

Nous vous confirmons notre volonté de solutionner votre demande efficacement, et vous promettons de revenir vers vous dans les plus brefs délais possibles.

Nous vous remercions à nouveau pour votre patience et votre compréhension.

Cordialement,

Clémentine

Les he contestado diciendo que mis documentos estan todos en perfectas condiciones para ser verificados y que ya los he enviado 5 veces pero que son ya 13 dias para verificar la cuenta, cuando en todos los casinos que juego, recomendados por casino guru, me dan el OK a las 24 horas, pero por lo visto este casino es único y especial porque no tiene sentido lo que estan haciendo conmigo. Estoy deseando cobrar mis 400 euros y pediré el cierre de la cuenta porque ? para que seguir jugando en un casino tan problematico?

Cada vez que me vuelven a pedir documentos me dicen que son 48 horas para verificar cuenta y asi podemos estar hasta el tiempo que ellos quieran. Es inaudito lo de este casino.

Gracias por su atención sr. Viliam

Dear canaberto,

thank you for the provided information, unfortunately, we need to wait for the Casino's answer.

Thank you for understanding.

Viliam : parace que por fin han validado cuenta y segun dicen pagaran dentro de 2 dias

Me imagino que ser?á porque ma?ana les vencia el plazo para contestar a Guru

Un saludo

Marcel, 29 avr. 11:03

Mister Berdun T*****,

Your account is now authenticated.

Your withdrawal request will be validated within 2 business day at the latest.

Note that this period may possibly be extended if further verifications prove necessary.

We apologize for any inconvenience this may cause and remain at your entire disposal.

Thank you for your patience and understanding.

Best Regards,

Dear canaberto,

let me know when you'll receive your winnings, please.

Let's see if I receive them and let you know. In another email they say that they may ask me for more documents before paying.

Yesterday they said that in 48 hours they pay even though I don't believe anything about this bad casino

All the best

A ver si las recibo y te lo comunico. En otro correo dicen que puede ser que me pidan mas documentos antes de pagar.

Ayer decian que en 48 horas pagan aunque yo no me creo nada de este mal casino

Un saludo

I see that the casino has not responded to casino Guru yet and you do not say so.

They have not answered Guru and that he has a perfect reputation

Veo que el casino todavia no ha respondido a casino Guru y no lo dicen ustedes.

No han contestado a Guru y eso que tiene una reputacion perfecta

Dear canaberto,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I already received the 400 euros on Friday and closed my account so as not to play in this casino anymore

Thanks

ya cobre el viernes los 400 euros y cerre mi cuenta para no jugar mas en este casino

Gracias

Dear canaberto,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com