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Hello,

I have entered with two different cards, one of which is fully verified and the second is a Virtual card, which I have sent as documentation, the bank statement indicating the card number, my name and I have even sent them a screenshot from my bank with the income transaction and they tell me that the verification process is denied because the expiration date does not appear. As it is a virtual card, the CVC and the expiration date of the card are sent to me via SMS, so it is impossible for the data requested to appear in the same image.

I have tried to explain it to them by active and passive and they answer me with the same message, that all the information has to appear on the card but it is completely impossible.

So I try to withdraw the amount mentioned and they tell me that every time I have to send said information.

Could you tell me how I can proceed?

Thanks in advance,

Buenos días,

He ingresado con dos tarjetas distintas, la cual una de ellas está completamente verificada y la segunda se trata de una tarjeta Virtual, la cual he enviado cómo documentación, el extracto del banco dónde indica el número de tarjeta, mi nombre e incluso les he enviado un pantallazo de mi banco con la transacción de los ingresos y me dicen que el proceso de verificación está denegado por no aparecer la fecha de caducidad. Al tratarse de una tarjeta virtual, el CVC y la fecha de caducidad de la tarjeta me la mandan vía SMS por lo que es imposible que en una misma imagen aparezcan los datos que me solicitan.

Se lo he intentado explicar por activa y por pasiva y me contestan con el mismo mensaje, que tiene que aparecer toda la información en la tarjeta pero es completamente imposible.

Por lo que intento retirar la cantidad mencionada y me indican que cada vez que tengo que enviar dicha información.

Me podrían indicar como puedo proceder?

Gracias de antemano,

Dear mpcpg24,

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

Goodnight,

Finally, my card has been verified by requesting a certificate of card ownership, the withdrawal has been made and I am waiting to receive the funds.

Thank you

Buenas noches,

finalmente me han verificado la tarjeta solicitando un certificado de titularidad de la tarjeta, la retirada se ha realizado y estoy a la espera de recibir los fondos.

Gracias

I update, they just made me the payment of the first €4,000, which is the maximum that the page allows, honestly I am not one to post on pages or anything, but since I was afraid that I would not be able to receive the payment I have written here. The truth is that once the verification process has been approved, which has become quite exquisite, the payment has been almost instantaneous.

Actualizo, me acaban de hacer el pago de los primeros 4.000€, que es lo máximo que permite la página, sinceramente no soy de postear en paginas ni nada, pero como que temía que no pudiera recibir el pago he escrito aquí. La verdad que una vez aprobado el proceso de verificación, que se han puesto bastante exquisitos el pago ha sido casi instantáneo.

Great news 🙂 Thank you very much, mpcpg24, for the update. The least I can do is to leave this complaint open until your confirmation regarding the successful withdrawal of the remaining funds. Please keep me informed. 

Dear mpcpg24,

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.

I have withdrawn all funds correctly and subsequent withdrawals without problem. Difficulty verifying the account, but once it is verified the money arrives the same day

He retirado todos los fondos correctamente y siguientes retiradas sin problema. Dificultad para la verificación de la cuenta, pero una vez esta verificada el dinero llega el mismo dia

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mpcpg24, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru