Dear Ramona,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

I send them my valid INE on both sides, a proof of address with my name and attach a selfie-type photo with my INE in hand, and the casino mr asks that I send them a driver's license or passport which due to my economic condition I do not have , I do not have a car and I travel by public transport, much less travel abroad, therefore I do not have a passport.

Les mande mi INE vigente por ambos lados, un comprobante de domicilio con mi nombre y adjunte una foto tipo selfie con mi INE en mano, y el casino mr pide que le mande licencia de conducir o pasaporte lo cual debido a mi condición económica no tengo, no tengo carro y viajo en transporte público y mucho menos viajo al extranjero por ello no tengo pasaporte .

Thank you very much, Ramona, for your reply. As we are not familiar with all the different types of IDs around the world, allow me to ask you a few questions. Do I understand correctly that the provided document is your personal ID card? It’s akin to the Driver’s license in the US. Everybody has one, and if you’re an adult, you’re expected to have one, is that correct? Do I read correctly that yours is valid till 2025?

Have you been advised why another picture ID is needed to complete your account verification? Looking forward to hearing from you.

Hello, if it is correct, my document that I gave is my personal identification and if it is valid, regarding your second question they request my driver's license, but I do not have a car, therefore I do not have a driver's license, in Mexico We all have our identification with which we identify ourselves and we can vote in the presidential elections for example, but here in Mexico we can also request our driver's license in case of having a car or being a driver, but as I repeat, I travel by public transport or taxi by I do not have a driving license

Hola, si está en la correcto , mi documento que entregué es mi identificación personal y si está vigente, respecto a su segunda pregunta ellos me.solicitan mi licencia de conducir, pero yo no tengo auto por ello no tengo licencia de conducir, en México todos tenemos nuestra identificación con la cual nos identificamos y podemos votar en las elecciones presidenciales porejemplo, pero aquí en México también podemos solicitar nuestra licencia de conducir en caso de tener auto o ser conductor, pero como les repito yo viajo en transporte público o taxi por ello no tengo licencia de.conducir

Thank you very much, Ramona, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Ramona!

From now on, I will try my best to help you with your issue. I would like to invite Royal Ace Casino into this complaint in order to help us resolve the problem with verification.

Okay thanks

Vale gracias

Hey all,

I've reviewed the account and spoken with the documents department directly, it is true that the INE card is not accepted as standard for Mexican players within our system. I will see what can be done in your case and do my best to assist however it is possible they will require a passport (or driver's license) to fully approve the account for withdrawal.

I should know more by next week and I'll keep you posted.

Best wishes,

Nick and Royal Ace

Thanks a lot

Muchas gracias

Dear Nick and Royal Ace Casino,

We will be awaiting and looking forward to your update on the situation.

Greetings Ramonalamona84,

While attempting to complete your request our security department discovered a number of accounts in our system related to yours sharing multiple points of data and undeniably attached to your account. This is in violation of the terms and conditions of the casino and unfortunately renders you ineligible for withdrawal and in fact ineligible to play in this or any of our related casinos.

Sorry to be the bearer of bad news but our security team had no choice but to revoke your casino access and void the balance of the withdrawal.

Supporting documentation has been submitted to the www.kpvfaw.com team for their review.

Best wishes,

Nick and Royal Ace

Sure, but obviously if I ask you to check it for me, you will not cut it, you will say that it is for security, but in advance I know that in my home I am the only one who plays online slot since I am a single mother and I do not think that my daughter of 8 years ago, but this is always the case, they look for any excuse not to pay when they lose (they never lose the casinos) but hey that is why their casinos have such a bad reputation, coincidentally they are the majority of complaints from people who want their money and you do not give it to him, blessings and may your business be prosperous ??

Claro, pero obvio si pido que me lo compruebe usted no lo ara, dirá que es por seguridad,pero de antemano se que en mi hogar soy la única que juega slot en línea ya que soy madre soltera y no creo que mi hija de 8 a?os lo haga, pero siempre es así esto, buscan cualesquier pretexto para no pagar cuando llegan a perder (nunca pierden los casinos) pero bueno es por eso que sus casinos tienen tan mala reputación, casualmente son la mayoría quejas de gente que quiere su dinero y ustedes no se lo dan, bendiciones y que su negocio sea próspero ??

Hello Ramonalamona84!

I would like to inform you, that we received a supporting evidence from the casino representative which was sufficient in proving the multiple accounts breach of terms. There was direct connection in various credentials between a number of accounts.

I am very sorry to tell you, that under these circumstances we are not able to support your case.

If there is not anything else that we can help you, this complaint will soon be rejected in our system.

Because of the reasons mentioned above, we are rejecting this complaint as 'unjustified'.