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I created an account at this casino and completed the verification process for my account, providing all the necessary documents. However, when it was time to withdraw money, they started making meaningless requests to verify my account, even though it had already been verified previously.

Initially, they asked me for photographs of both sides of my credit card, with my name visible but with certain information hidden. After I sent them this information, they informed me that they also needed a copy of my credit card transaction, which was to include the time, date, amount, and details of the transaction, as well as my name. I complied with this requirement and sent the requested documentation.

However, they later informed me that I had never used that card at their casino, which was confusing and contradictory. Since I had already provided all the necessary documentation and verified my account beforehand, I expected the withdrawal process to be smooth and hassle-free.

I am disappointed and frustrated by this situation as I have followed all instructions and provided the required information. I request your assistance in resolving this issue and facilitating the withdrawal of my funds in a timely manner. I would appreciate a prompt response and a satisfactory solution to this inconvenience.

Creé una cuenta en este casino y completé el proceso de verificación de mi cuenta, proporcionando todos los documentos necesarios. Sin embargo, cuando llegó el momento de retirar dinero, comenzaron a realizar solicitudes sin sentido para verificar mi cuenta, a pesar de que ya había sido verificada previamente.

Inicialmente, me solicitaron fotografías de ambos lados de mi tarjeta de crédito, con mi nombre visible pero con ciertos datos tapados. Después de enviarles esta información, me informaron que también necesitaban una copia de la transacción de mi tarjeta de crédito, la cual debía incluir la hora, fecha, monto y detalles de la transacción, así como mi nombre. Cumplí con este requerimiento y envié la documentación solicitada.

Sin embargo, posteriormente me informaron que nunca había utilizado esa tarjeta en su casino, lo cual resultó confuso y contradictorio. Dado que ya había proporcionado toda la documentación necesaria y había verificado mi cuenta previamente, esperaba que el proceso de retiro fuera sencillo y sin complicaciones.

Estoy decepcionado y frustrado por esta situación, ya que he seguido todas las instrucciones y he proporcionado la información requerida. Solicito su asistencia para resolver este problema y facilitar el retiro de mis fondos de manera oportuna. Agradecería una pronta respuesta y una solución satisfactoria a este inconveniente.

Dear system7012,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I appreciate your prompt response and the information provided on the possible reasons for the delays in the refund.

However, I would like to clarify that in my particular case, I have followed all the instructions and have provided all the documentation required by the casino.

I understand that payments may be delayed and the casino verification process may take time. However, after patiently waiting for more than 14 days, I hoped that the withdrawal would be processed successfully.

I am concerned that the casino has repeatedly canceled the withdrawal without providing a proper explanation or requesting additional documentation. Since I have already met the initial requirements, I consider the cancellation of the withdrawal without justifiable reason to be unacceptable.

I would really appreciate it if you could step in and help me in resolving this issue. I am willing to provide any additional documentation or information that is necessary to complete the verification process and ensure that the withdrawal is successful.

PS: I am attaching an image of the last time I tried to verify my account.

Agradezco tu pronta respuesta y la información proporcionada sobre los posibles motivos de los retrasos en el reintegro.

Sin embargo, me gustaría aclarar que en mi caso particular, he seguido todas las indicaciones y he proporcionado toda la documentación requerida por el casino.

Comprendo que los pagos pueden sufrir retrasos y que el proceso de verificación del casino puede llevar tiempo. Sin embargo, después de esperar pacientemente durante más de 14 días, esperaba que el reintegro se procesara correctamente.

Me preocupa que el casino haya cancelado repetidamente el reintegro sin ofrecer una explicación adecuada ni solicitar documentación adicional. Dado que ya he cumplido con los requisitos establecidos inicialmente, considero que la cancelación del reintegro sin razón justificada es inaceptable.

Agradecería mucho si pudieras intervenir y ayudarme en la resolución de este problema. Estoy dispuesto a proporcionar cualquier documentación adicional o información que sea necesaria para completar el proceso de verificación y garantizar que el reintegro se realice correctamente.

PD: Adjunto una imagen de la última vez que intente realizar una verificación de mi cuenta.

Recently, my documentation was approved. (I think it depends on the criteria of whoever is approving the documentation).

Therefore I was able to request a full refund.

Recientemente, aprobaron mi documentación. (Creo que depende del criterio del que esté aprobando la documentación).

Por ende pude solicitar el reintegro completo.

Dear system7012,

Have you received your withdrawal from the casino yet?

Yes, I received it, it cost too much, since they asked me for very specific documentation compared to other casinos.

Si, lo recibí, costó en demasía, ya que me solicitaron documentación muy específica en comparación a otros casinos.

Dear system7012,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru