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I have been unable to withdraw my money. It prompts me to enter a code that is supposed to be sent to me via text message, but it never arrives. Additionally, they supposedly do not allow me to withdraw because I changed my password.

No he podido retirar mi dinero. Me sale para ingresar a mi cuenta Que debo escribir un código que me llegará por mensaje de texto y jamás lo envían. También por cambiar la contraseña no me permiten supuestamente hacer la retirada

Dear dariobasay,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

When was the last time you attempted to submit a withdrawal request?

Have you been in contact with customer support about the issue with the confirmation code? The casino may be experiencing technical issues, so it might be worth asking if they can manually approve your withdrawal request.

Could you also specify why a change in your password would cause the withdrawal to be declined? Have you received this information directly from customer support? If so, please forward any relevant communication to veronika.l@casino.guru.

I hope we’ll be able to assist you in resolving this issue as soon as possible. Thank you for your cooperation.

Best regards,

Veronika

I have already been given access. On the other hand, I have another problem generated by the system.

Due to a system error, the expiration date on my ID is incorrect. Please change it as soon as possible. The correct expiration date is: September 21, 2031

Ya me dieron acceso. Por otra parte tengo otro inconveniente generado por el sistema

HDebido a un error del sistema, la fecha de vencimiento de mi DNI es incorrecta. Por favor, cámbiela lo antes posible. La fecha de vencimiento correcta es: 21 de septiembre de 2031

Could you please clarify the issue with the expiration date of your ID in more detail? Did you accidentally enter the wrong expiration date, or is there another reason it wasn't submitted correctly? Also, have you previously uploaded a copy of your ID to your casino profile?

Dear dariobasay,

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.