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A week ago I was trying to withdraw my winnings and I cannot verify why he asks me for the deposits by webapay that I made in the casino and here in Chile that receipt does not arrive. Only the deposits from the bank that I have arrive. I sent them all the ones I did during the past week my identification and the bank came out and they told me that they did not work for me, I have uploaded the documents 3 times and they are rejected and I don't know what else to send. It is assumed that they receive the deposits in my name and they have the vouchers with identification, I no longer know what to do

Hace una semana estoy tratando de retirar mi ganancia y no puedo verificar por qué me pide los depósitos por webapay que yo hice en el casino y acá en chile no llega ese comprobante. Llega solamente los depósitos del banco que yo tengo. Se los envié todos los que hice durante la semana pasada sale mi identificación y el banco y me dicen que eso no me sirven he cargado 3 veces los documentos y me los rechaza ya nose que más enviar. Se supone que a ellos le llegan los depósitos a mi nombre y tienen los comprobantes con identificación yo ya nose que hacer

Dear Casangaoperador,

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 verifying one of your depositing payment methods seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

What happens is that they ask me for wedpay-type vouchers and here in Chile we do not receive that voucher, we only get the one from the bank and I have already sent it 4 times where the deposits that the bank have made and also the name of the bank and the nu6de account. I also sent them photos of my bank card where my name and photos of my identification appear and it rejects them.

I don't know what else to send.

Lo que pasa es que me piden comprobantes tipo wedpay y aca en chile no nos llega ese comprobante, nos llega solamente el del banco y lo he enviado ya 4 veces donde sale los depósitos que he echo el banco y también el nombre del banco y el nu6de cuenta. También les envié fotos de la tarjeta de mi banco donde sale mi nombre y fotos de mi identificación y me los rechaza.

Ya nose que más enviar.

Thank you very much, Casangaoperador, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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 Casangaoperador,

I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Mr Bet Casino to join this conversation and participate in the resolution of this complaint.

Dear, I want to thank you and inform you that I have already been able to verify and withdraw my winnings successfully. Thank you very much for your concern and help. Greetings

Estimados les quiero agradecer e informar que ya pude verificar y retirar mis ganancias con éxito. Muchas gracias por su preocupación y ayuda. Saludos

Thank you, Casangaoperador, for the update and for using the Casino Guru complaint resolution center. I’m glad to hear the good news. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru