Hello good afternoon, I believe I can't wait any longer to lodge my complaint, as I earned that money fair and square, without any rule infringement. They aren't verifying my account despite having sent my documents, photos, and even the payment receipts to the casino. I decided to try my luck at this casino and frankly, it's disappointing that they aren't expeditedly taking care of my account verification. Please help as I need to withdraw the money I wagered and the money I won!

Hola buenas tardes , creo que no puedo esperar más para poner mi queja , ya que ese dinero que gane lo gane de manera limpia y sin ningún tipo de inclumplimiento de regla, no verifican mi cuenta cuando ya mande mis documentos, fotos ,inclusive los comprobantes de pago al casino. Decidí probar suerte en este casino y la verdad es una decepción que no se hagan cargo rápido de la verificación de mi cuenta , ayúdenme que necesito sacar el dinero que aposté y el dinero que gane!

Dear les7ysc7,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They responded to me and said that my account verification request has been rejected for having photos that are not so clear, to begin with the photos are from iPhone 12 and they come out super clear, the proof of payment says that it must have my full name, the worst thing I can do if The bank gives me my first two names, I have sent new photos, as requested, but this seems like an excuse not to pay me my money, scammers, now what are they going to say that the photos again do not look clear because they do not You can see my elbow ?? I really don't know if you can help me because I have to collect my money

Me respondieron y dicen que mi solicitud de verificación de cuenta ha sido rechazada por tener fotos no tan claro, para comenzar las fotos son de iPhone 12 y salen súper claras , la constancia de pago dice que debe llevar mi nombre completo peor que puedo hacer si el banco me da con mis dos primeros nombres, he enviado nuevas fotos , como lo pidieron pero esto me parece una excusa para no pagarme mi dinero , estafadores, ahora con que me van a salir con que las fotos nuevamente no se ven claras porque no se ve mi codo ?? realmente no sé si ustedes pueden ayudarme porque yo tengo que cobrar mi dinero

Thank you very much for your reply, les7ysc7. Before we contact the casino, could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

That's it, lady, I just sent you some of the last emails between me and the casino! I await your prompt reply

Ya está se?orita, le acabo de mandar algunos de los últimos correos entre el casino y yo ! Espero su pronta respuesta

Hi,

If you are a customer from India we kindly ask you briefly describe your issue including ID number and contact Support Team via email - [email protected] We do everything in our power to assist you with your requests as soon as possible.

I am from Peru, sir, and I am writing to that email and there is no response, they just tell me to wait while they resolve the verification issue and it has been 10 days since that happened!

Soy de Peru se?or y estoy escribiendo a ese correo y no hay ninguna respuesta solo me dicen que espere mientras resuelven lo de la verificación y ya van 10 días desde que eso pasó !

Thank you very much, les7ysc7, 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, les7ysc7!

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!

Until now I have no answer, they only tell me that it takes time for verification

Hasta ahora no tengo respuesta solo me dicen que en tiempo de verificación demora

Dear Pavel,

we kindly ask user briefly describe your issue including ID number and contact Support Team via email - [email protected] We do everything in our power to assist you with your requests as soon as possible.

Thank you, they already paid me my profit and verified my account

Gracias ya me pagaron mi ganancia y verificaron mi cuenta

les7ysc7, have you already received your funds as well?

Dear les7ysc7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. But, given the character of the last player's message, we chose to close this complaint as resolved.