Over a week ago, I won a bonus which gave me 1,000 pesos and needed to be wagered 10 times in order to redeem it.

I managed to accomplish this and was able to redeem the 3,000.

However, I am encountering a lot of difficulties. I have submitted my documents for account verification and now they are asking for a notarized copy of my INE, which will cost me over 5,000 pesos. I feel this is a bit unfair as they are putting a lot of obstacles in my way.

hace mas DE tuna semana gane el bono ,que tedan 1,000 pesos y los tienes que aportar 10 veces ,para poder redimirlo

se logro y pude redimir los 3,000

pero me estan poniendo muchas trabas ya que ya me mis documentos para la verificacion de mi cuenta y ahora me piden una copia d mi ine notariada,donde el tramite me costara arriba de unos 5,000 pesos ,creo se hace un poco injusto pues me estan poniendo muchas trabas

Dear ARACELI8967,

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

Could you please list which documents you have already provided and when exactly did you send 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,

Tomas

Dear ARACELI8967,

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.

My ine forums were sent on both sides

Photo of my bank card and account statement and photo when I made a deposit to the casino

Also send proof of address

Se mando foros de mi ine por los 2 lados

Foto de mi tarjeta bancaria y estado de cuenta y foto cuando hice un deposito al casino

También mande comprobante de domicilio

Could you please send me the communication with the casino on the issue? Please send it to my email at [email protected]

Dear ARACELI8967,

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. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.