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Good afternoon,

I've been playing at this house for about 2 weeks, having verified my account without any problems and made several withdrawals.

Since everything was fine, I started depositing and playing higher amounts in this house since I already had the KYC done and everything was going well.

After earning a slightly higher amount, my withdrawals start not being processed and they start asking me for documents to verify my account again.

Why in 2 weeks I have to verify the account twice? Worse than that, I submitted everything they asked and now they say I have to wait up to 30 days for the verification to be resolved.

What is this house that not only asks for verification every week, but also takes 30 days to do it and leaves the customer with all the money without being able to make withdrawals?

Please, I ask for someone's help to resolve this situation.

Boa tarde,

Jogo nesta casa há cerca de 2 semanas, tendo feito a verificação de conta sem qualquer problema e efetuado varios levantamentos.

Dado estar tudo certo, comecei a depositar e a jogar valores mais altos nesta casa visto que já tinha o KYC feito e tudo corria bem.

Após ganhar um valor um pouco mais alto, os meus levantamentos começam a não ser processados e começam novamente a pedir-me documentos para verificação de conta.

Porque que em 2 semanas tenho de verificar a conta duas vezes ? Pior do que isso é que submeti tudo o que pediram e agora dizem que tenho de esperar até 30 dias para que a verificação seja resolvida.

Que casa é esta que não só pede verificação todas as semanas, como demora 30 dias para fazer e deixa o cliente com todo o dinheiro sem poder fazer levantamentos ?

Peço por favor o auxilio de alguém para resolver esta situação.

Dear guizinho8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Although I understand your frustration, it is not unusual for casinos to ask for additional documents even though your account has been verified. However, I agree that verification shouldn't take that long.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Good morning, thank you in advance for your help.

Yes, I delivered all the documents and I vote to mention that this is the 2nd verification in 2 weeks! The first time I sent a bank statement and citizen card. Now 2 days ago they asked me again for another bank statement and selfie holding the citizen card, with a paper saying LEON and the date and the leon page with my user number and balance.

I sent everything they asked me, it's already the 2nd verification they do and now they tell me I have to wait up to 30 days? with all my money stuck there. I think it's a huge lack of respect for users. Thanks

bom dia, agradeço desde já a vossa ajuda.

Sim entreguei os documentos todos e voto a referir que esta é a 2ª verificação em 2 semanas ! Na primeira vez enviei extrato bancário e cartão de cidadão. Agora há 2 dias pediram-me novamente outro extrato bancário e selfie a segurar o cartão de cidadão , com um papel a dizer LEON e a data e a pagina da leon com o meu numero de utilizador e saldo.

Enviei tudo o que me pediram, já é a 2ª verificação que fazem e agora dizem-me que tenho de esperar até 30 dias ? com todo o meu dinheiro lá preso. acho que é uma enorme falta de respeito para com os utilizadores. Obrigado

Thank you very much for your reply, guizinho8. 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 guizinho8,

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.