Dear iamvivicelaya,

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.

Do I understand correctly that your account was closed already due to unsuccessful account verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Well, in the screenshot it clearly says not to open any more reopening, try to contact me live chat and the administrator abandoned the conversation m.

pues en la captura dice claramente que ya no abra más reaptura, intente contactarme chat en vivo y el administrador abandonó la conversación m.

Could you please forward any other relevant communication between you and the casino to [email protected]? Thank you very much in advance.

Thank you very much, iamvivicelaya, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Hi iamvivicelaya,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Codere Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Codere 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi iamvivicelaya,

I received a reply from the casino by Skype. There should be a response to your complaint soon.

Hi iamvivicelaya,

The casino decided to "help you directly" so please keep me updated if you were contacted.

Hi iamvivicelaya,

Has there been any news?

no they did not contact me

no no me contactaron

I asked the casino rep to give a nudge to the person in charge of the complaints.

Hi iamvivicelaya,

I tried to get in touch with the casino repeatedly, I was promised a response but unfortunately, nothing happened. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Mexican Gaming Authority (http://www.juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Quejas) and submit a complaint to them. The licensing authority has better options and tools to help players. Please let me know how they responded ([email protected]). I wish I could be of more help.

Best regards,

Peter