Hi, good, I've been trying to verify my account for 3 weeks to get my earnings and they don't accept it. I have all the documents in order and sent correctly, I have all the emails saved to prove it

Dear Sebasmakina,

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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hello, good, yes I know that verification must be done but I have been trying to finish verifying for more than 3 weeks and they deny it to me, I have spoken with the online chat and they tell me to send the email with the documentation, which I have already sent more 7 times, they say that I have the housing register and I have sent them the historical housing register and the current one that I went to get it less than 2 weeks ago my id is sebasmakina and my email is seb*** [email protected] I hope they fix it

Hola buenas,si ya se que hay que hacer verificación pero llevo más de 3 semanas intentando acabar de verificar y me lo niegan,he hablado con los del chat online y me dicen que mande el correo con la documentación, la cual he mandado ya más de 7 veces,dicen que me fakta el padron de vivienda y yo les he mandado el oadron histórico de vivienda y el actual que lo fui a sacar hace menos de 2 semanas mi id es sebasmakina y mi correo electrónico es seb***[email protected], espero que lo solucionen

Thank you very much, Sebasmakina, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Sebasmakina!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

hello good guys, please help me, what's happening to me with this casino is incredible, it doesn't want to pay me, it tells me that the housing registry document is not valid and that I should send a utility bill and my mother pays me the mvl because I have the line With her, I went to the bank and they gave me a bank statement but the address does not appear because here in Spain the address is not shown on the bank statements, it took me more than 1 month to verify and they do nothing,

Sebasmakina, I have received your e-mail. I suggest to wait for the casino response in this complaint, and then we will see where we can proceed further with this issue.

Thank you for your patience!

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.

Won't they answer?

No van a responder?

I have contacted the casino representative and I hope that we will get a response from them.

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team