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I'd been having trouble withdrawing money for days. They kept asking for my information, which I sent, but I always ended up losing everything. After this happened several times, one day I decided to ask if I would finally be able to make withdrawals and deposit money. They said yes, so I deposited and won 40,000. But when I tried to withdraw, the same thing happened. They asked for a photo of my bank statement and a selfie, and then suddenly they told me they were going to close my account. So I sent an email complaining, but they haven't given me any answers.

Tenía días teniendo problemas para retirar y .e pedían datos y todo lo enviaba pero.siempre terminaba perdiendo todo después de varias veces que me pasaba así un día decidí preguntar si porfin ya iba a poder hacer retiros para depositar dinero me contestan que si y deposito y gano 40000 y al momento de querer cobrar me pasa lo.mismo me piden foto estado de cuenta y selfie y derepente me.dicen que me cerraran mi cuenta entonces mando correo reclamando y no me an dado respuestas

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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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