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I've been trying to receive money from the casino for several days.

They don't want to pay, they keep sending me an automatic email saying "my documents are not clear" a lie.

I already sent documents at least 6 times and the answer is always the same.

Do not enter this casino, they do not pay, but the pix drops instantly.

Pay my money!!!

Estou a vários dias tentando receber desde casino.

Eles não querem pagar, ficam me mandando um e-mail automático dizendo que "meus documentos não estão claros" uma mentira.

Eu já enviei documentos pelo menos umas 6x e a resposta é sempre a mesma.

Não entrem neste casino, eles não pagam, mas o pix cai instantaneamente.

Paguem o meu dinheiro!!!

Dear leonardocoutinhorita,

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

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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,

Petronela

I was not informed, as to what is not according to the verification, I just receive an automatic email.

My first request was made 12/06.

None were answered.

Não fui informado, sobre o que não está de acordo com a verificação, apenas recebo um e-mail automático.

A minha primeira solicitação foi feita 12/06.

Nenhuma foi atendida.

Hello!

We see that you have re-submitted a photo for verification. In your last request, you should have submitted a photo with your documents in hand in good quality, not mirrored. Please check the format and readability of the data in the documents before submitting them.

Your funds will remain in your account, payments will be made once your account is successfully verified.

Olá!

Vemos que você reapresentou uma foto para verificação. Em sua última solicitação, você deveria ter apresentado uma foto com seus documentos em mãos em boa qualidade, não espelhada. Por favor, verifique o formato e a legibilidade dos dados nos documentos antes de submetê-los.

Seus fundos permanecerão em sua conta, os pagamentos serão efetuados assim que sua conta for verificada com sucesso.

As for the photos sent with me holding my documents, I need guidance on sending them, as I have a good quality cell phone (Samsung Galaxy s21) but because it is a CNH document, how do I take a selfie so that you can see my face and the small, neatly detailed information from my national driver's license?

Quanto as fotos enviadas comigo segurando meus documentos, preciso de uma orientação quanto ao envio, pois tenho um celular de qualidade boa (Samsung Galaxy s21) porém por se tratar de um documento CNH como eu tiro uma selfie para que vocês vejam o meu rosto e as informações pequenas nitidamente detalhadas da minha carteira nacional de habilitação?

Again they did not accept my documents and did not return the reason!

I don't know what's wrong and now I try to open the check and it gives the below image

Please, I just want to withdraw my balance!

Novamente não aceitaram meus documentos e não me retornaram o motivo!

Não sei o que está errado e agora tento abrir a verificação e dá a imagem abaixo

Por favor, só quero sacar o meu saldo!

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please try to retake the pictures following these guidelines and keep me informed about any further developments.

I did all the procedures again as you sent me and again the automatic message from the platform.

The platform's lack of interest in shouldering its BASIC responsibilities is clear, any other platform would have opened a contact via email in a customized way to help its client to withdraw their funds.

I sent the documents 8 times and 8 times it was denied and for no apparent reason.

I'm an influencer and I have 46,000 followers on Instagram, if I can't solve my problem, unfortunately I'll have to warn my followers about the behavior of this platform.

It is impossible to contact support and there is no one, who again, sees that there is a user sending documents several times and does not make contact, minimal effort to help.

Bad experience, hope to resolve in the next few hours.

Fiz novamente todos os procedimentos conforme vocês me mandaram e novamente a mensagem automática da plataforma.

É nítido o desinteresse da plataforma em arcar com suas responsabilidades BÁSICAS, qualquer uma outra plataforma teria aberto um contato via e-mail de forma customizada para ajudar o seu cliente a sacar seu fundos.

Enviei o documentos 8 vezes e 8 vezes foi negado e sem motivos aparentes.

Sou influencer e tenho 46 mil seguidores no Instagram, caso eu não consiga resolver o meu problema, infelizmente vou ter que avisar meus seguidores sobre a conduta desta plataforma.

É impossível um contato via suporte e não existe ninguém, que novamente, veja que tem um usuário enviando documentos diversas vezes e não faça um contato, mínimo de esforço para ajudar.

Péssima experiência, espero resolver nas próximas horas.

Thank you very much, leonardocoutinhorita, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello leonardocoutinhorita,

This is Tomas, and from now on, I will be taking care of your complaint. Could you please provide me with the same document in question that you sent to the casino for KYC verification? I would like to check it myself to see its quality.

Be sure that we won't share it with any 3rd party.

You can send it to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear leonardocoutinhorita,

I have reviewed your documents. I think the problem may be causing the selfie. I'm not saying the quality is poor, but when I tried to zoom in on the image, some text was hard to read.

I recommend you ask someone to take a picture of you. Perhaps you can try to do it yourself by using the back camera, not the front one.

Please let me know if it worked.

Thank you.

Kind regards,

Tomas

I just did all the guided procedures and re-sent photos taken with the rear camera.

Focusing on my face, focusing on my document.

I sent it via your email Tomas, I sincerely hope my case is resolved today.

Yours sincerely,

Leonardo C***

Acabei de fazer todos os procedimentos orientados e enviei novamente fotos feitas com a câmera traseira.

Focando meu rosto, focando meu documento.

Ás enviei via seu e-mail Tomas, espero de coração meu caso seja resolvido hoje.

Atenciosamente,

Leonardo C***

Dear leonardocoutinhorita,

Please update me on the status of verification once the result is known.

Thank you.

Kind regards,

Tomas

Good morning Tomas, thank you very much for your support regarding my case, but the last photos I sent you they accepted and verified my account, now it is the question of my payment that is already out of date, but everything will be fine!

Yours sincerely,

Leonardo Coutinho.

Bom dia Tomas, muito obrigado pelo apoio em relação ao meu caso, mas últimas fotos que te enviei eles aceitaram e verificaram minha conta, agora é a questão do meu pagamento que já está fora do prazo, mas vai dar tudo certo!

Atenciosamente,

Leonardo Coutinho.

I'm glad to hear that ID verification is now completed. Do you need any more assistance regarding the verification of your payment method? Or can we consider this case resolved?

Please let me know. Thank you.

Kind regards,

Tomas

Good afternoon Tomas, regarding the verification of my account you can close my case.

Thank you very much for your support regarding my case, your work is essential!

Yours sincerely,

Leonardo C***

Boa tarde Tomas, em relação a verificação da minha conta você pode encerrar o meu caso.

Muito obrigado pelo apoio em relação ao meu caso, o trabalho de vocês é essencial!

Atenciosamente,

Leonardo C***

Dear leonardocoutinhorita,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas