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Hello, I am having many problems with the withdrawal of my money, from one moment to another they asked me to verify the account, I sent all the documents, identity photo, card photo and account where the withdrawal will be made, but they still rejected me The payment, the support is too bad, I told them that I wanted my money to close my account and before returning the money they had already suspended my account, this sounds more like a SCAM casino than anything else because of the attitude of its people and the way they work, they don't even put the reason for the rejection of the documents.

Hola, estoy teniendo muchos problemas con el retiro de mi dinero, de un momento a otro me pidieron verificación de la cuenta, envié todo los documentos, foto de identidad, foto de tarjeta y cuenta donde ser realizara el retiro, pero aún así me rechazaron el pago, el soporte es demasiado malo, les dije que quería mi dinero para cerrar mi cuenta y antes de devolver el dinero ya me habían suspendido la cuenta, esto me suena mas a un casino SCAM que otra cosa por la actitud de su gente y la forma en que trabajan, ni siquiera ponen la razón del rechazo de los documentos.

Dear Guillermo,

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 even if your account is suspended now.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise what was the reason you have closed your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, I did my verification but they rejected the payment method, it does not tell me why, my theory is that they rejected it because the payment method I use is a virtual visa, of which I attach an image and that should be enough, the second about my account , I did not want to close my account, in fact if they check the transcript of the chat anywhere I explicitly say that they close my account, this was done by an agent without my consent.

Hola hice mi verificación pero me rechazaron el método de pago no me dice porque, mi teoría es que la rechazaron porque el método de pago que utilizo es una visa virtual, de la cual adjunte imagen y con eso debería bastar, lo segundo sobre mi cuenta, yo no quería cerrar mi cuenta, de hecho si revisaran la transcripción del chat en ningún lugar digo explícitamente que me cierren la cuenta, esto lo hizo un agente sin mi consentimiento.

Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

Not for now, I have all the steps in verification, I hope that this time they do not reject me, since the process has been badly managed and bureaucratic

Por ahora no, tengo todo los pasos en verificación, espero que esta vez no me rechacen, ya que el proceso a sido mal llevado y burocratico

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

Hi Guillermo,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Dear Casino Guru,

We want to inform you that the user managed to upload the necessary documents. He is now completely verified and his winnings were sent from our side to the payment provider, who’s now processing the transaction.

Best regards,

Mr.Bet Casino 

Yes, that's correct, now I only have one topic, they closed my account, and I never explicitly said or asked to close my account, operator Alice, I take a phrase and close my account without my consent

Si, eso es correcto, ahora solo tengo un tema, cerraron mi cuenta, y nunca dije explícitamente ni pedí que cerraran mi cuenta, el operador Alice, tomo una frase y cerro mi cuenta sin mi consentimiento

Dear Mr.Bet Casino team,

Could you please explain why Guillermo's account is closed?

Dear Peter,

There was communication with our operator Alicia and the Player on 26th November, where the Player asked to verify his documents, help to withdraw, and close his gaming account afterward. Since there were still active funds on the account our operator suspended the account so the Player might go through the verification process and successfully withdraw his winnings. It's our standard procedure because we care about our players' requests and security. 

Now the Player has to confirm that he wants his account to be unsuspended by filling the reopening request. His reopening request is now processing by our appropriate department. 

Best regards,

Mr.Bet Casino team

Thank you Mr.Bet Casino team for the explanation.

Dear Guillermo,

Please let me know when your account is reopened.

Open account, thanks for the management.

Cuenta abierta, gracias por la gestion.

Thank you Guillermo. I'm glad to hear that your issues were resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter