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Hello,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

Hello, the documents they requested were my national identity card and my bank statement from Banco Estado showing my latest transactions. These documents were sent the same day they were requested (May 17th). The response I received was that the documents had been sent for verification and that, according to the terms and conditions, it would take approximately 72 hours to receive a response. I am still waiting for that response.

Thank you

Hola, los documentos que me pidieron fue la cedula de identidad, y la cartola del banco estado con los últimos movimientos, documentos que fueron enviados el mismo día que me los pidieron (17 de mayo), dando respuesta que los documentos ya se enviaron para proceso de verificación y que según términos y condiciones se iban a demorar entre 72 horas aprox en darme una respuesta. respuesta que hasta la fecha espero.

Gracias

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

Dear Player,

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,

Attila