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My account is restricted, they won't let me withdraw my money, I already have my account verified but they asked me for additional verification via email which they ask for documents and I already sent them all, bank statements, address where I live, video interview, documents of my phone number, I already sent them all but they keep asking me for documents that are the same but according to them are original, I have been struggling with them for more than a month, I am desperate because I need that money.

Tengo restringida mi cuenta, no me dejan retirar mi dinero, ya tengo mi cuenta verificada pero me pidieron una verificación adicional vía correo electrónico la cual me piden documentos y ya se los envie todos, extractos bancarios, dirección de dónde vivo, entrevista vía video, documentos de mi número telefónico, ya se los envie todos pero me siguen pidiendo documentos que vienen siendo los mismos pero según ellos originales, ya tengo más de un mes batallando con ellos, estoy desesperado porque ocupo ese dinero.

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Dear Obeso365,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please provide the exact date of your initial verification request?
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

• I focused more on sports betting, on live football betting, my biggest winnings were from sports betting but I also played slots more or less daily.

• the date was August 26, 2025

• Most of my winnings were without bonuses, although I did play with bonuses like freebets, where you had to deposit an amount and they gave you a freebet, in some cases you won but most of the time you lost, those were the only bonuses I played with

• me concentre más en ápuestas deportivas, en ápuestas en vivo de futbol, mis ganancias mayores fueron por apuestas deportivas pero también jugaba en tragamonedas diario más o menos.

• la fecha fue 26 de agosto del 2025

• la mayoría de mis ganancias fueron sin bono, aunque si jugaba con bonos como las freebet, donde tenías que depositar una cantidad y te regalaban una freebet, en algunos casos si la gana pero la mayoría perdía, fueron los únicos bonos que jugué

Dear Obeso365,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I've already sent you the email. Thanks.

Ya le envié el correo. Gracias

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Obeso365,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina