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It is a shame. I'm trying to remove my winnings for a week and I can't. They ask me to send a verification video and I have already sent it twice and they do not respond at all. I correctly did everything that requested the deposit bonus, I played until it was unlocked and in the same way I cannot withdraw my money

Es una vergüenza. Estoy intentando quitar mis ganancias hace una semana y no puedo. Me piden que envie video de verificación y ya envie 2 veces y no responden absolutamente nada. Realice correctamente todo lo que solicitaba el bono por ingreso, juegue hasta que se me desbloquee y de igual manera no puedo retirar mi dinero

Dear Ariel95,

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 reviewing the verification video seems to be the only obstacle standing between you and your winnings? Have you provided any other documents to verify your identity? Have they all been approved?

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,

Kristina

The problems have already been solved. I hope they can improve their verification system to make it faster

Ya se resolvieron los problemas. Espero que puedan mejorar su sistema de verificación para que sea mas rapido

Dear Ariel95,

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