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My complaint is not monetary since they did not even allow me to withdraw and my money disappeared, my complaint is that I have sent about 6 proofs of address and 2 bank account proofs in my name and days have passed and they cannot even check the papers and Well, less to withdraw since without those added documents it does not give the possibility

Mi queja no es monetaria ya que ni siquiera me dejo retirar y desapario mi dinero , mi queja es que he mandado como 6 comprobantes de domicilio y 2 comorobantes de cuenta bancaria a mi nombre y han pasado dias y no pueden ni siquiera checar los papeles y pues menos retirar ya q sin esos documentos agregados no da la posibl

Dear Lasd891019,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Could you please advise when exactly you provided the last batch of documents? Do I understand correctly that you have provided all the required documents?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Lasd891019,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.