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I created an account and played without using bonuses at speed baccarat, after a week my account was suspended with a request for various documentation, I provided everything they asked for but a month later I'm still waiting for a response, what can I do if they do not cooperate with verifying my account?

ho creato un account e giocato senza usare bonus allo speed baccarat a , dopo una settimana conto sospeso con richie3ste di diversa documentazione, ho fornito tutto il richiesto ma dopo un mese ancora aspetto che mi rispondano, come posso fare se non collaborano alla verifica del mio conto?

Dear romanomarco945,

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 take 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 you sent 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,

Kristina

Good morning, as requested by the casino I provided a photocopy of my identity document and proof of residence issued within 3 months a month ago. After sending all these documents the casino stopped responding to me and now I really don't know what to do to get my account unblocked. I am super available to send any other documents except that it seems that the casino people want to keep my gaming account blocked

Buongiorno, come richiesto dal casinò ho fornito ormai un mese fa la fotocopia del mio documento di identità e una prova di residenza emessa nell'arco di 3 mesi. Dopo aver inviato tutti questi documenti il casinò ha smesso di rispondermi ed ora non so proprio più cosa fare per far si che mi sblocchino l'account. Io sono super disponibile per l'invio di qualsiasi altro documento solamente che sembra che quelli del casinò vogliano mantenere il mio conto di gioco bloccato

Thank you very much for your reply, romanomarco945. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear romanomarco945,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.