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I've been having a problem with the casino for 5 days. Everything was really going great with the casino, but out of nowhere I can't play anymore. To some extent, they only kept 200 pesos. But the fact is that I put up with the customer and as a casino, they're not doing anything. They don't even try to give me my 200 or solve a problem as simple as giving me the reasons for the block on my account. It's frustrating and annoying, to be honest, because I can't do anything with my account. I think 4 days is too long to solve something they did.

Llevo 5 días con un problema con el casino, realmente todo iba estupendo con el casino pero de la nada ya no puedo jugar, hasta cierto punto solo se quedaron 200 pesos. Pero es el echo de que soporto al cliente y como casino no están haciendo nada, una ni por darme mis 200 ni por solucionar un problema tan sencillo que es darme las razones del bloqueo en mi cuenta es es frustante y enoja la verdad por que no puedo hacer nada en mi cuenta y yo creo que 4 dias ya es mucho para solucionar algo que ellos hicieron

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify if you are having difficulties accessing several different games at this casino, or is your problem related to one specific game only?
• Are there any games or features of the casino available to you without any issues?
• When was the last time you successfully played a game at the casino, and which game was it?
• Have you tried accessing your casino profile from a different device or browser to see if the issue persists?

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

Best regards,

Veronika

Literally, it's for all games. Their customer support is deficient in every sense of the word. I sent all the documents, and they keep sending me automated responses.

Literal es a todos los juegos su soporte al cliente es deficiente en todo el sentido de la palabra envie todos los documentos TODO y se la pasan mandándome respuestas automatizadas

The truth is I don't know if they want to take the 5 days just because or what happens but the truth is I don't see support on their part to resolve it as soon as possible

La verdad no se si quieren llevarse los 5 días solo por que si o que pasa pero la verdad no veo apoyo de su parte por resolverlo lo más antes posible

No response yet received

Aun no se recibe respuesta

Thank you for your responses. Are you unable to access the casino because you haven't completed your KYC verification?

Could you kindly specify which documents you have provided for verification so far and when exactly you sent the last one?

When was the last time the casino communicated with you regarding the verification or the access to your account?

Dear Marc445,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.