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The support of this casino is only good until they want a deposit, when it comes to solving the problem they are horrible. I made a mistake with my date of birth when registering and the website does not allow editing, so I cannot validate the documentation. I sent a message to support and they simply don't respond, they give a 24-hour deadline that is never met and we don't know what to do. If support doesn't have the agility to resolve such a banal thing, wouldn't it be easier to leave the public profile editing option to correct simple errors? Complicated support that does not work.

O suporte desse cassino só é bom até quererem algum depósito, na hora de resolver problema são horríveis. Errei o dia da minha data de nascimento na hora do cadastro e o site não permite editar, por conta disso não consigo validar a documentação. Enviei mensagem pro suporte e eles simplesmente não responde, dão um prazo de 24 horas que não é cumprido nunca e a gente fica sem saber o que fazer. Se o suporte não tem agilidade pra resolver uma coisa tão banal, não seria mais fácil deixar a opção de edição do perfil pública pra corrigir erros simples? Complicado um suporte que não funciona.

Dear lucianadelmondes337,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am sure you understand that you should always be careful when creating an account so you avoid providing incorrect personal details. I checked the General T&Cs and I found this:

"4. User Accounts – Registration and Access

On registration, you will be required to provide valid identification, address, contact email and phone number amongst other things. The information you provide during account registration must be true, complete and up to date. You must provide correct details which belong to you. All information supplied when you register with the site MUST be accurate, complete and not misleading in any respect. We reserve the right not to register or to cancel your registration and account if it is found that the information provided is false, inaccurate, deceitful or incomplete."

Could you please advise what was the difference between the correct and incorrect date of birth? When did you register your account and when did you notice the mistake?

Thank you very much in advance for your reply.

Best regards,

Kristina

Just the day of birth, I ended up making a mistake when selecting. Instead of 12/08/1999 - which would be correct - I put 11/08/1999. At least it is the only inconsistent data. I found out about this house now, I'm still testing it, I opened my account on February 14th and only realized now because I decided to make a deposit on the platform and needed to send the documentation to finalize the KYC. I contacted support and was instructed to wait 24 hours for them to return, even asking them to edit this information and send the documentation to verify the account they still haven't given me a return. A very simple error by the way, because it was the day before the 12th which was the correct day, I didn't pay attention and only realized it when it was time to send the documentation. It is very difficult to get in contact with the support because the chat attendants do not have the autonomy to make these changes, but within the casino itself it is informed that in case of having entered any wrong data the support would solve it, very difficult to get in touch with them because they said that up to a maximum of 24 hours they would return

Apenas o dia do nascimento mesmo, acabei errando na hora da seleção. Ao invés de 12/08/1999 - que seria o correto - coloquei 11/08/1999. Pelo menos é o único dado inconsistente. Conheci essa casa agora, estou testando ainda, Abri minha conta no dia 14 de fevereiro e só fui perceber agora pois decidi fazer um depósito na plataforma e precisei enviar a documentação pra finalizar o KYC. Entrei em contato com o suporte e fui orientada a aguardar 24 horas que dariam retorno, mesmo pedindo para editarem essa informação e enviam a documentação pra verificação da conta ainda não me deram retorno. Um erro bem simples por sinal, pois foi ao o dia que precede o 12 que era o dia correto, não me atentei e só fui perceber na hora de enviar a documentação. É muito difícil conseguir contato com o suporte porque os atendentes do chat não tem autonomia pra fazer essas alterações, mas dentro do próprio cassino está informado que em caso de ter colocado algum dado errado o suporte resolveria, muito difícil conseguir contato com eles pois disseram que até no máximo 24 horas dariam retorno

Thank you very much for your reply, lucianadelmondes337. 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.

They simply took 3 days to respond and said they had fixed the date and validated the identity and it continues the same way. I should have listened to the complaints they made about this casino, too bad I already gave up.

Simplesmente demoraram 3 dias pra responderam e disseram ter arrumado a data e validado a identidade e continua do mesmo jeito. Deveria ter dado ouvido as reclamações que fizeram sobre esse cassino, péssimo já até desisti.

lucianadelmondes337, could you please clarify your last message? Do I understand correctly that you are no longer interested in proceeding with this complaint?

I'm not, I don't want to use the house anymore because their support is very bad

Não estou, não quero mais usar a casa porque o suporte deles é muito ruim

I understand, I will now close the complaint. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.