Hello, I registered at the casino in April 2020, and I sent my documents to verify the account, they asked me for ID, proof of address, proof of income, and all well I made several deposits and also in May I won more than 100, 000 pesos They paid me, but on May 18 they closed my account without any explanation, I communicated by chat and they did not give me an answer because they had closed it, then they send me an email asking me to send the same documents that I had already sent before (DNI, proof of address, proof of income) they have been for 17 days and they do not give me information because they closed my account and kept the money I had there. Thank you.

Hola, me registre en el casino en abril del 2020, y envié mis documentos para verificar la cuenta, me pidieron DNI, comprobante de domicilio, comprobante de ingresos, y todo bien hice varios deposito y tambien en mayo gané mas de 100, 000 pesos que me pagaron, pero el día 18 de mayo me cerraron la cuenta sin ninguna explicación, me comuniqué por chat y no me daban respuesta por que me la habían cerrado, después me envian un correo pidiendome que envié los mismos documentos que ya había enviado antes (DNI, comprobante de domicilio, comprobante de ingresos) ya van 17 dias y no me dan información por que cerraron mi cuenta y se quedaron con el dinero que tenia ahí. Gracias.

Dear Japliego,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Sometimes additional verification is required. I would like to know if you provided all those documents again, please. Is your balance made of your deposits only, or some bonus money as well?

I believe, we will be help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

If they told me by chat that they would ask me for additional documents to those that I had already sent before, but they asked me for the exact same documents, I do not like the bonds since they bring a lot of problems, I think they have been going for many days and they do not give me a solution. answer is always "I'm sorry we can't give you more information" when I verified the account it took only one day, now it took too long, thanks.

si me comentaron por chat que me pedirian documentos adicionales a los que ya había enviado antes, pero me pidieron exactamete los mismos documentos, los bonos no me gustan ya que traen muchos problemas, creo que ya van muchos días y no me dan una solución su respuesta es siempre "lo lamento no te podemos dar mas información" cuando verifique la cuenta tardaron solo un día, ahora ya tardaron demasiado tiempo, gracias.

Thank you very much Japliego for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Japliego.

Thank you very much for sharing your negative experience with the Betfair Casino. We will now try to get in touch with them.

The casino is being unresponsive to our message. 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’.

I contacted them again by chat and I sent them all the possible documents, but every time I send them, they ask me for a different one, until I can no longer send you another document that I do not have the tax payment, I sent everything I could but They already found something to not reopen my account

I sent

1. DNI
2. proof of address
3. Bank statement
4. payment method transactions (astropay)
5. proof of income

They ask me for an annual tax return, but I do not have that document, I think I did my part, Casino Guru, I think that this casino should not have a good reputation with the abuse they are committing, what follows after Casino Guru? can i send a complaint to your license manager? I need your help.

los volvi a contactar por chat y le envié todos los documentos posibles, pero cada vez que los envio, me piden otro diferente, hasta que ya no puedo enviarle otro documento que no cuento con el de pago de impuestos, envie todo lo que pude pero ya encontraron algo para no reabrir mi cuenta

envié

1. DNI
2. comprobante de domicilio
3. extracto bancario
4. transacciones de forma de pago (astropay)
5. comprobante de ingresos

me piden declaracion anual de impuestos, pero no cuento con ese documento, creo que puse todo de mi parte, casino Guru creo que este casino no deberia tener buena reputación con el abuso que están cometiendo, que sigue después casino guru? puedo enviar una queja a su administrador de licencia? necesito su ayuda.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Japliego.

I am very sorry but the casino support is unresponsive, therefore, we’re not able to proceed with the further investigation or suggest possible solutions. Your last option is to contact the licensing authority of the casino and file an official complaint. Please, let me know if you have any questions or require further assistance.

Kind Regards, Jozef

www.kpvfaw.com 

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