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My account is almost completely verified, the only thing missing is the cell number verification, something that is not major because it is just receiving an SMS code to the cell phone, well the thing is that I deposited a total of 200,000 and ended up with 550,000 so I decided to withdraw but It won't let you because I have to verify the cell phone number, so I wanted to verify but I didn't get the code, I tried several times and there was no case, then I talked to someone in the chat and he told me that he will delete history that he will delete cookies and do it from another browser and I did all that and it still didn't work, I thought it could have been my cell phone that was bad so I tried my mom's number and it didn't work either, it suggests that it's the casino that's failing because now I get a message saying It says operator error and try again later, I've tried countless times and it doesn't work and now to make matters worse it won't let me enter my personal number and my mom's number was recorded and it won't let me verify that I I got a sm Yes, so what do I do with my withdrawal, my deposited money and my winnings, the casino, the chat, nobody has answered me, not even the email, an agent recently spoke to me that they are going to see the specialized department but they did not tell me when they will do it and what It's going to happen, it's my money, it's the first time I've made a deposit and I already have this problem, what a headache with this

Mi cuenta está casi en su total verificada,solo falta la verificación de número celular,algo que no es mayor porque es solo recibir un código sms al celular,bueno la cosa es que deposite en total 200.000 y terminé con 550.000 así que decidí retirar pero no le deja porque debo verificar el número de celular,así que quise verificar pero no me llegaba el código,intente varias veces y no hubo caso,después hablé con alguien del chat y me dijo que borrará historial que eliminará cokies y lo haga desde otro navegador e hize todo eso y aún así no funcionó,pensé que pudo haber Sido mi celular el malo así que intente con el número de mi mamá y tampoco funcionó,da a entender que es el casino que está fallando porque ahora me sale un mensaje que dice error del operador y que intente más tarde,eh intentado infinidades de veces y no funciona y ahora para el colmo de colmo no me deja colocar el número mío personal y quedó grabado el de mi mamá y no me deja hacer la verificación de que me llegue un sms,entonces que hago con mi retiro mi dinero depositado y mis ganancias,el casino el chat nadie me ah respondido ni siquiera el correo,recién me habló un agente que van a ver con el departamento especializado pero no me dijeron cuando lo haran y que va pasar,es mi dinero,es primera vez que hago un depósito y ya tengo este problemon, que dolor de cabeza con esto

Dear Vero3832,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your phone number seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

Lastly, if there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Yes, the other documents are all verified, but until recently I was able to verify the cell phone number and I was able to make the withdrawal request, hopefully it will be done without problems because I did not know that this casino had many complaints from what I read on its page I hope there are no problems

Si,los demás documentos están todos verificados,pero hasta recién hoy día pude verificar el número de celular y pude hacer la solicitud de retiro,ojalá se haga sin problemas porque yo no sabía que tenía muchas quejas este casino por lo que leo en su página,ojalá no haya problemas

Now they are asking me to verify my account again and that I already had it verified in its entirety and this is my first withdrawal that I have made and it has cost me a lot, it had never happened before in another casino to verify twice to make a withdrawal, moreover my first withdrawal, it seems abuse and I'm a little scared that they will do everything possible to not pay my earnings, another thing is that it takes a full day, that is, 24 hours to tell you that the withdrawal was rejected, it is a lot of time wasted, instead of doing it from the beginning.

Ahora me están pidiendo verificar otra vez mi cuenta y eso que ya la tenía verificada en su totalidad y este es mi primer retiro que hago y me ah costado mucho,nunca antes me había pasado en otro casino de verificar 2 veces para hacer un retiro,más encima mi primer retiro,parece abuso y estoy un poco asustada de que hagan lo posible para no pagar mis ganancias,otra cosa es que se demora en un día completo osea 24 horas para decirte que fue rechazado el retiro,es mucho tiempo perdido,en vez de hacerlo desde un inicio.

Thank you very much, Vero3832, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear Vero3832,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Cyber.bet Casino,

Could you please state why the player's account has not yet been verified? Is there any other option how to verify the player's phone number?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello.

This account was verified today, and the phone number was confirmed earlier.

The withdrawal option is available.

If you have additional questions, please let us know. 

Kind regards

Dear Vero3832,

Could you please confirm this information?

I am looking forward to your response.

Kind regards,

Stefan

That is not true, now they asked me to confirm for the second time again, SECOND TIME and I have not made any first withdrawal yet, they sent me a link to follow to confirm the account for the second time, what happens now that the address is not They want to accept it, it's the last straw, I haven't made a first withdrawal yet and they're giving me problems, I'm scared because I think they'll do everything perhaps to avoid paying me

Eso no es verdad,ahora me pidieron confirmar por segunda vez otra vez,SEGUNDA VEZ y eso que no eh hecho ningún primer retiro aún,me enviaron un link a seguir para confirmar por segunda vez la cuenta,lo que pasa ahora que el domicilio no me lo quieren aceptar,ya es el colmo aún no hago un primer retiro y me están poniendo problemas,asustada porque ya creo que harán hasta lo último quizás para no pagarme

Dear Veronica, you haven't visited your account, since that, it withdrawal option was updated.

Visit your account to see updates, please.

Contact the support team if any questions occur, please.

It's just that I don't get any mail, they told me they would notify me shortly and I still kept waiting, see now to see what happens

Es que no me llega algún correo,me dijeron que me avisarían a brevedad y aún seguí esperando,ver ahora a ver qué pasa

I just made a new withdrawal, let's see if they don't reject it again or ask me for something else, because the second verification that they asked me to do was all good, but the address is that they reject it and I sent 2 receipts and it came out as an error in the link they sent me, I hope this is resolved in a good way, thank you.

Acabo de hacer un nuevo retiro,haber si no me lo rechazan denuevo o me piden algo más,porque la segunda verificación que me pidieron hacer estaba todo bien,pero el domicilio es que lo rechazan y eso que envié 2 comprobante y salía como error en el link que me enviaron,ojalá se resuelva esto de buena manera,gracias.

Dear Vero3832,

Please let me know once your withdrawal request is processed.

Thank you very much in advance.

Kind regards,

Stefan

Well, until today no withdrawal has been made, my balance is still in my account and in a waiting state, I have been waiting for a whole week when it is supposed to be 3 business days.

Bueno, hasta el día de hoy no se ah hecho ningún retiro,mi saldo aún está en mi cuenta y en estado de espera,llevo una semana entera esperando cuando se supone que son 3 días hábiles.

Dear Cyber.bet Casino,

Could you please state why the player's withdrawal has not yet been processed and when she can expect the payment?

Thank you in advance for providing the information.

Kindest regards,

Stefan

They told me it would be today, but they told me the same thing yesterday, I can be very patient but if I didn't respond today the case would be closed and I would have to start from 0

Me dijeron que sería hoy,pero eso mismo me dijeron ayer,puedo ser muy paciente pero es que si no respondía hoy el caso se iba a cerrar e iba a tener que empezar de 0

Hello.

The funds have been sent to your bank account.

Usually, it takes some time for your bank to process a payment and update your bank account balance.

Dear Vero3832,

Could you please let me know once you receive the payment?

Thank you very much in advance.

Kind regards,

Stefan

Dear Vero3832,

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.

Well I made another withdrawal and I'm waiting for April 1 and it would have to be today the 3 business days that the casino requests and I just spoke with the chat and it tells me that there are problems with the payer and hopefully it will be before April 10, I say why so much, how much do you want to play in your casino?

Bueno hice otro retiro y estoy esperando del 1 de abril y tendría que que ser hoy los 3 días hábiles que pide el casino y acabo de hablar con el chat y me dice que hay problemas con el pagador y ojalá sea antes del 10 de abril,yo digo porque tanto,que ganas de jugar en su casino queda?

Dear Vero3832,

Do you have any news regarding your withdrawal request?

Thank you for the provided information in advance.

Kind regards,

Stefan

If around 11 AM today the withdrawal arrived but it was just after you responded that everything was solved, now I made another withdrawal of 500,000 CLP and I want to say it here so that I have some support in case my withdrawal is delayed again , it should be this week since there are 3 business days, that is, it should be Thursday at the latest, I will inform you of anything and hopefully the casino will not take so long again with my withdrawal, since just as I lose, I also won and I withdraw quickly before lose everything

Si como las 11 AM del día de hoy llegó el retiro pero fue justo después que ustedes respondieron que se solucionó todo,ahora hice otro retiro de 500.000 CLP y quiero decirlo acá para que tenga algún respaldo por si se llegan a demorar nuevamente con mi retiro,debería ser está semana ya que son 3 días hábiles,osea debería estar el jueves más tardar,cualquier cosa se los informaré y ojalá el casino no se demore tanto denuevo con mi retiro,ya que así como pierdo también ganó y retiro rápido antes de perderlo todo

Dear Vero3832,

Thank you for your response and the information provided.

Please let me know once you receive the next payment.

I am looking forward to your response.

Kind regards,

Stefan

They are now asking me for a selfie verification to make my withdrawal, now maybe the longer that verification will take, it shouldn't be long, hopefully

That's why it was better to be supported by you

Me,están pidiendo ahora una verificación de selfie para hacer mi retiro,ahora quizás cuanto más se va demorar esa verificación,no debería ser mucho,ojalá

Por eso fue mejor estar respaldados por ustedes

Dear Vero3832,

Thank you for your response and the information provided.

Please keep us updated.

I am looking forward to your response.

Kind regards,

Stefan

Dear Vero3832,

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 Vero3832,

Did you manage to get your account verified? Have you received the payment?

I will extend the timer by additional seven days.

Thank you very much in advance.

Kind regards,

Stefan

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.