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My account cannot be verified. The problem is that my date of birth was changed, which is an error I did not make—your system did it. Initially, I was only asked for verification and I sent everything needed. Then I was told the account was wrong, and I also sent everything necessary (more than 30 documents). All my documents are verified, but it's been more than two weeks, and my account is still not verified. I'm unable to deposit, withdraw, or play, and each day there is a new excuse.

Mi cuenta no puede ser verificada, el problema es que me cambiaron la fecha de nacimiento es un error que yo no cometí lo hizo su sistema, al principio solo me pidieron la verificación envié todo lo necesario, después me dijieron que la cacha estaba mal y envié todo lo necesario también (más de 30 documentos) y todos mi documentos verificados pero mas de dos semanas y no me la verifican ya ni depositar ni retirar ni jugar me deja y dicen que tiempo y tiempo cada día otra escusa nueva.

Dear Alberto7u7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing incorrect, false, or misleading personal data is absolutely prohibited in all online casinos.

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 

• Could you please provide more details regarding the discrepancy of the date of birth specified on your account?
• Which information is entered and what is the correct date?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Alberto7u7,

Is there any proof your date of birth was initially entered correctly?

Alternatively, is there any proof the casino changed your date of birth on its own after registration?

Did the casino acknowledge making a mistake?

Could you please share with me any recent communication with the casino where you discussed the verification issue? My email is tomas@casino.guru

Dear Alberto7u7,

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.