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The reason for my complaint is that suddenly the casino blocked my withdrawals. They asked me for proof of life, my ID, and additionally, a screenshot of my PayPal account. I completed the proof of life on December 25th and sent the PayPal screenshot on December 27th. I have called several times, and they keep telling me that they will respond, but that they have a high volume of work.

Pues el motivo es que de repente el casino me bloqueó los retiros me pidieron la prueba de vida y el DNI y a mayores la captura de pantalla PayPal la prueba de vida la realice el día 25 diciembre y la captura de pantalla PayPal el 27 de diciembre he llamado varias veces y me dicen que ya me respondan y que tienen mucho volumen de trabajo

Dear Nayunrs_4,

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, so I can understand the whole situation completely.

• Do I understand correctly you provided all the required documents, but they have not been approved yet?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

On the 24th I sent the proof of life and selfie that they asked me for.

And I sent the PayPal screenshot wrong, they denied it, but on the 27th and 31st I sent the PayPal screenshot correctly. Why is it pending review in the section of my money documents?

El día 24 mandé la prueba de vida y selfie que me pidieron

Y la de la captura de pantalla PayPal la mandé mal me la denegaron pero el día 27 y 31 mandé la captura de PayPal correctamente. Por qué en el apartado de mis documentos de pastón está en pendiente de revisar

Thank you very much for your reply, Nayunrs_4. 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.

I hope what I sent is worth it. I hope for your response.

Espero que lo que mandé valga espero si respuesta

Thank you very much, Nayunrs_4, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I already received it, thank you very much

Ya me lo ingresaron muchas gracias

Dear Nayunrs_4,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru