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I've been waiting for over a month to be able to register a new card since my old one was stolen. Everyday, they ask for the photos of the banking documents that record the card change 💳. I send them everyday, but they don't accept them (I need them to let me register another card 💳 so they can pay my prize, which is 12,000,000 million pesos it was done on August 29, 2023). I hope they can solve the problem and pay my prize. I think they intentionally delay people in order to avoid having to pay, thus keeping the money 🪙🪙🪙🪙.

Llevo más de un mes esperando poder ingresar una nueva tarjeta ya que la antigua me la robaron ,todos los días me piden las fotos de los documentos del del banco donde se registra el cambio de tarjeta 💳 los mando todos los días y no me los reciben ( necesito que me dejen registrar otra tarjeta 💳 para que me puedan pagar mi premio que son 12.000.000 millones de pesos que lo realice el 29 de agosto de 2023 ) espero me puedan solucionar el problema y pagar mi premio ,creo que hacen esperar a gente para no pagar y se gasten la plata 🪙🪙🪙🪙.

Dear valeria13938,

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 tries to provide documents correctly.

Do I understand correctly that verifying your new card seems to be the only obstacle standing between you and a successful withdrawal? Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

Dear valeria13938,

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.

Hello, I have sent the document that the bank gave me many times and they do not receive it so I don't know what to do, could you advise me?

Hola yo he enviado el documento que me dió el banco muchas veces y no me lo reciben entonces no se que hacer podrían acesorarme

So what do I do? I keep sending the bank document.

Entonces que hago sigo enviando el documento del banco

Can I send you the document that the bank gave me so you can see if it works?

Puedo mandarles a ustedes el documento que me dió el banco para que lo vean si sirve?

Thank you very much for your reply, valeria13938. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear valeria13938,

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.