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I requested the withdrawal of 200.00 on 03 26 2023

was asked to verify the account and send several documents and I sent all the documents on the same day.

after more than a week they said that my proof of address was not accepted. I sent new documents and since then they don't answer me anymore and they don't pay me

By chat they say that the deadline is 3 working days and that they can't do anything that I should wait but until when?

solicitei o saque de 200,00 em 26 03 2023

foi pedido para verificar a conta e enviar diversos documentos e eu enviei todos os documentos no mesmo dia.

passado mais de uma semana falaram que meu comprovante de endereço não foi aceito. eu mandei novos documentos e desde então não me respondem mais e nao me pagam

por chat dizem que o prazo são 3 dias uteis e que não podem fazer nada que eu devo aguardar mas ate quando ?

Dear augusto655,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that 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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? How many days ago did you apply for the KYC, please?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I know that verification is important and I disagree with not having other methods because there are casinos that call and talk to the customer in order to verify the identity, however my complaint is not about being verified, but about the delay for this to happen because I sent my documents on March 1st, that is, more than 3 business days have passed.

Searching other complaint sites like reclameaqui.com.br I saw that there are several customers with the same problem and I fear that I will not receive my winnings.

Eu sei que a verificação é importante e discordo quanto não ter outros métodos pois tem casinos que ligam e conversam com o cliente afim de verificar a identidade, entretanto minha reclamação não é de ser verificado e sim na demora para isso ocorrer pois enviei meus documentos no dia 1 de março ou seja já passou mais de 3 dias úteis.

Pesquisando em outros sites de reclamações como o reclameaqui.com.br vi que existem vários clientes com o mesmo problema e temo que eu não receba meus ganhos.

Thank you very much, augusto655, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello augusto655,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite CampoBet Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Dear Customer,

Thank you for contacting us.

We would like to inform you that your account has been successfully verified and the withdrawal will be processed soon.

Sincerely,

Campobet

OK thanks,

I'm waiting for the withdrawal, the website still says pending

ok obrigado,

estou aguardando a retirada, no site ainda consta pendente

Dear augusto655,

Can you please update us once you have received the payment?

Thank you.

Kind regards,

Tomas

so far I have not received anything

até o momento não recebi nada

Dear augusto655,

Do you have any updates regarding the payment? If you still haven't received it, I will contact the casino again.

Thank you.

Kind regards,

Tomas

Dear augusto655,

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.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from augusto655, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas