The problem is that my card, both physical and digital, that I had registered on the platform, no longer have them due to security theft, the bank changed them but the account is still the same. I sent the information of my new card along with my statement of account and explaining that for which I changed my card they tell me that until my cards are verified and they ask me for a sheet where I say to cancel those cards I already went to the bank and they tell me that this does not exist because I did not cancel the account I only changed the plastic the only piece of paper I had is when they gave me my new card but it was a ticket that was a long time I don't count on him there says that from 24 to 72 hours sending all your documents your retirement is left and yp I already have one week and nothing, they just tell me that I have to wait for an email to verify my account

El problema es que mi tarjeta tanto física como digital que tenía registradas en la plataforma ya no las tengo por el motivo de robo por seguridad el banco me las cambio pero la cuenta sigue siendo la misma mande los datos de mi nueva tarjeta junto a mi estado de cuenta y explicando que por el cual cambie mi tarjeta ellos me dicen que hasta que no queden verificadas mis tarjetas y me piden una hoja donde diga que cancele esas tarjetas ya fui al banco y ellos me dicen que eso no existe por que no cancele la cuenta solo cambie el plastico el unico papel que tenia es cuando me dieron mi nueva tarjeta pero era un tiket eso fue ase mucho tiempo no cuento coen el hay dice que de 24 a 72 horas mandando todos tus documentos queda tu retiro y yp ya tengo una semana y nada solo me dicen que tengo que esperar un Correo de que verifiquen mi cuenta

Dear Anna29,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the 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, I'm still waiting for the b to arrive. mail from. Verification without that email I will not be able to receive my withdrawal hopefully and I don't know. It takes so long but many. Thank you. Likewise.

Pues yo sigo en la espera de que me llegeb el b. Correo de. Verificacion sin ese correo no podre resibir mi retiro ojala y no se. Tarden tanto pero muchas. Gracias. Igualmente.

Well, thanks to you, the verification still hasn't been resolved, but once you've lost it, you already had the kindness to answer me an email that is already in process, because I've been begging you for a week and nothing and today in the morning they already answered me by email

Bueno gracias a ustedes en verdad todavía no se resuelve la verificación pero de perdido ya tuvieron la amabilidad de contestarme un correo que ya esta en proceso pues ya llevo una semana rogándole y nada y hoy en la ma?ana ya me contestaron por medio de correo

Do I understand correctly that your account has been successfully verified already? Have you requested the withdrawal now, please?

Well, I already made the withdrawal but I still haven't received any news from the casino, so you already checked that my account is already verified correctly

Pues ya realice el retiro pero aun no resivo ninguna noticia de del casinoentonses ustedes ya checaron que mi cuenta ya este verificada correctamente

I'm glad that your account was successfully verified. Now please allow a few working days for the casino to process your payout and for the fund to actually reach your account. Please keep me informed about any further developments.

Well now they tell me that I have to wait for an email that I have to print and sign and resend it to verify the signature but they don't have an estimated time I thought that after the verified account Ivan would pay me I know it will take until he me because of how things are going

Pues ahora me dicen que tengo que esperar un correo que debo de imprimir y firmar y reenviar lo para verificar la firma pero no tienen un tiempo estimado yo pensé que después de la cuenta verificada ya me Iván a pagar yo se que se van a tardar hasta el me por como llevan las cosas

The truth is I'm tired of talking to him every day and they with excuses and excuses make people better cancel the withdrawal and better keep playing until they lose everything

La verdad ya me canse de hablarle todos los días y ellos con escusas y escusas hacen que la gente mejor cancele el retiro y mejor sigan jugando hasta perder todo

No, I'm tired of begging you for my retirement, my account is already verified successfully, I've been there for 3 weeks and now I have to wait for them to send me an email so that I can sign a CV on proof of identity and there is no specific time for the email to arrive. and then they are going to tell me that I have to verify the cost and then they are going to turn me off as long as I take longer, it is not worth it

No ya me canse de rogarles por mi retiro mi cuenta ya esta verificada con exito llevo 3 semana y haora me tengo que esperar a que me manden un correo para que les firme una CV onsatncia deidentidad y no hay tiempo especifico para que me llege el correo y despues me van a salir von que hay que verificar ela costancia y depues me van apagar cuanto tirmpo mas no se vale

Thank you very much, Anna29, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([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.  

Hello, Anna29!

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!

Ok look yesterday they sent me a letter that I had to sign and I sent it signed but now I have to wait for them to verify it and notify me by mail and once they tell me that the letter is already verified I have to count 3 days for my deposit but it seems very unfair to me, they say that the verification takes 24 hours and then 3 days and my deposit would have been there since March 20. I sent all my documentation, I received an email about 3 days ago that my account was already verified but that is missing The letter that I sent this Friday is a bridge, so if they really are going to pay me and nothing else occurs to them, they would pay me until Monday, it would already be close to a month and it seems too unfair to me because they lie in time and only You answer you have to wait and it was all so that since yesterday they would have paid me the truth if they get to pay me I will never play again in you won game in others and win more and without problem they have paid me super well now I just ask that they comply with what that they put on their platform because one trusts them and they don't trust me to be able to play or they give me credit you want to play you deposit so at least we deserve that they comply with those who mention that they respect the times they put is everything and there are really excellent platforms where I I have played and this is the truth, at least I will never deposit a single peso again, thanks

A ok mira ayer me mandaron una carta que tenía que firmar ya la mande firmada pero ahora tengo que esperar a que la verifiquen y me avisen por correo y una ves que me digan que ya esta verificada la carta tengo que contar 3 días par mi deposito pero se me hace muy injusto ellos ponen que la verificación les lleva 24 horas y posterior 3 días y mi deposito estaría llevo desde el dia 20 marzo mande toda mi documentación me llego un correo hace como 3 días que mi cuenta ya estaba verificada pero falta esa carta que mande entonces este viernes es puente osea que si en verdad me van a pagar y ya no seles ocurre otra cosa hasta el lunes me pagarían ya me estaría ha cercando al mes y se me hace demasiado injusto por que mienten en el tiempo y solo te contestas tiene que esperar y es todo era para que desde ayer me hubieran pagado la verdad si me llegan a pagar jamas vuelvo a jugar en ganaste juego en otros y gane más y sin problema me han pagado super bien ahora nada más pido que cumplan lo que ponen en su plataforma por que uno confía en ellos y ellos no me fian para poder jugar o me dan crédito quieres jugar depositas entonces mínimo merecemos que cumplan los que mencionan que respeten los tiempos que ponen es todo y en verdad hay excelentes plataformas donde yo e jugado y este la verdad almenos yo jamas vuelvo a depositar ni un solo peso gracias

Hello, good afternoon, I'm just writing to thank you, the casino just deposited my 45,000

Hola buenas tardes nada más les escribo en verdad para darles las gracias el casino me acaba de depositar mis 45000

Dear Anna29,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Pavel K

Casino Guru Team