WHEN WANTING TO WITHDRAW MY MONEY INSIST, THEY SAY THAT MY ID IS NOT VALID BECAUSE IT IS OF LOW QUALITY AND I MUST SEND IT IN COLOR ... AS A CLARIFICATION I MUST SAY THAT IT IS ALREADY IN COLOR, WITH A HIGH QUALITY RESOLUTION, EVEN THEY SEE EVEN THE SMALLEST DETAILS ... IN ADDITION TO THIS YOU ARE REQUESTING A HUGE LIST OF DOCUMENTS INCLUDING PHOTOS OF MY CREDIT CARDS WITH THE "SECURITY CODES" AMONG MANY OTHERS .... IT IS CLEAR THAT YOU ARE NOT INTERESTED IN MAKING ANY PAYMENT, SO MUCH THE ACCOUNT CREDIT AND INE I SEND ARE IN PERFECT ORDER AND ALL MY DATA IS CHECKABLE, I WILL NOT SEND PICTURES OF MY CARDS WITH YOUR SECURITY CODES, THIS IS AGAINST MY RIGHTS AS A CONSUMER AND I WILL FILE COMPLAINTS WITH YOU

AL QUERER RETIRAR MI DINERO INSISTEN DICEN QUE MI IDENTIFICACION NO ES VALIDA PORQUE ES DE BAJA CALIDAD Y DEBO ENVIARLA A COLOR...COMO ACLARACIóN DEBO DECIR QUE YA ESTA EN COLOR, CON RESOLUCIóN DE ALTA CALIDAD, INCLUSO SE VEN HASTA LOS DETALLES MáS PEQUE?OS..ADICIONAL A ESTO ME ESTáN PIDIENDO UN LISTADO ENORME DE DOCUMENTOS INCLUYENDO FOTOS DE MIS TARJETAS DE CREDITO CON LOS "CODIGOS DE SEGURIDAD" ENTRE MUCHOS OTROS.... ME QUEDA CLARO QUE NO LES INTERESA HACER NINGúN PAGO, TANTO LA CUENTA, TARJETA DE CRéDITO E INE QUE ENVIE ESTáN EN PERFECTO ORDEN Y TODOS MIS DATOS SON COMPROBABLES, NO VOY A ENVIAR FOTOS DE MIS TARJETAS CON SUS CóDIGOS DE SEGURIDAD, ESTO VA EN CONTRA DE MIS DERECHOS COMO CONSUMIDOR Y VOY A PRESENTAR QUEJAS ANTE PROFECO Y CONDUSEF

Dear Nora,

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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Dear Nora,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.