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The casino has a two-factor authentication system, it is through a token that is generated in google, but for some reason the codes that I generate to log in are not accepted, it marks them as incorrect and the question is that I have I have already sent many emails asking for support and a solution and I have not received any, they have asked me for countless documents to validate my identity and even so they have not solved me, this problem has been going on for around 1 month.

El casino tiene un sistema de autenticación de doble factor, es através de un token que se genera en google, pero por alguna razón los códigos que yo genero para poder iniciar sesión no son aceptados, me los marca como incorrectos y la cuestion es que he mandado ya muchos correos pidiendo apoyo y solución y no he obtenido ninguna, me han pedido infinidad de documentos para validar mi identidad y aun así no me han resuelto, ese problema ya lleva al rededor de 1 mes.

Dear benjibautista,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem? I'm not sure how we could be of any help when the casino's tech support didn't solve the issue until now.

Thank you in advance for your reply.

Best regards,

Petronela

I have not received information about the problem, I tried again to solve the problem with them, they tell me that they are going to deactivate the two-factor authentication and they asked me for proof of a deposit, what did I do with them, I sent them yesterday afternoon and I am waiting for an answer.

No he recibido información del problema, hice un intento nuevamente para solucionar el problema con ellos, me dicen que van a desactivar la autenticacion de doble factor y me pidieron el comprobante de un deposito qué hice con ellos, se los mandé ayer por la tarde y estoy en espera de respuesta.

The problem has been solved, they deactivated the two-factor authentication and I was able to use my account.

Ya quedó resuelto el problema, me desactivaron la autenticacion de doble factor y ya pude hacer uso de mi cuenta.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, benjibautista, for your confirmation, and please don’t 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,

Petronela

Casino.Guru