Coral Casino - Hráč má potíže s výběrem své výhry.

Hello.

My problem with this poker room is that I received an email today 02/17/2021 informing me that tomorrow 02/18/2021 they will stop operating in my country Argentina and I will no longer be able to play or deposit there. The funds I have in the room are the product of freeroll winnings and I have never deposited. I have no problems depositing and raking if necessary and then withdrawing the funds but the problem is that they have notified me ONLY ONE DAY in advance and they do not give the time to complete the process.

Hola.

Mi problema con esta sala de poker es que me ha llegado un mail en el día de hoy 17/02/2021 en el que me avisan que mañana 18/02/2021 dejan de operar en mi país Argentina y ya no podré jugar ni depositar allí. Los fondos que tengo en la sala son producto de ganancias de torneos freeroll y nunca he depositado. No tengo problemas en depositar y rakear si es necesario para luego retirar los fondos pero el problema es que me han avisado con SOLO UN DIA de anticipación y no dan los tiempos para realizar el trámite.

Dear Guerrillero61,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise if I understood it correctly that you have never completed the KYC verification? All your winnings have been accumulated from a No Deposit bonus, is that correct? Have you communicated this issue with casino already?

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Hello.

Verification of address and identity was already completed at the time. The problem, I insist, is that Coral gave me just one day's notice that they would stop operating in Argentina, my country, and they have not given me time to deposit and thus withdraw my funds, obtained from profits in freeroll tournaments. I don't know what KYC verification is.

Hola.

La verificación de domicilio e identidad ya fue completada en su momento. El problema, insisto, es que Coral me avisó con sólo un día de anticipación que dejarían de operar en Argentina, mi país, y no me han dado tiempo para depositar y así retirar mis fondos, obtenidos de ganancias en torneos freeroll. No sé lo que es la verificación KYC.

The current instance is that they asked me this morning for my bank details (Swift codes, IBAN, etc.) to make a transfer.

La instancia actual es que me pidieron esta mañana los datos de mi banco (códigos Swift, IBAN, etc) para hacerme una transferencia.

They have rejected the bank details I sent them. I asked you for another alternative to withdraw, please help me !!!

Han rechazado los datos bancarios que les envié. Les solicité otra alternativa para retirar, por favor ayúdenme !!!

Thank you very much, Guerrillero61, for your reply.

KYC verification (known as Know Your Client), is the process whereby a business verifies the identity of its clients and assesses their suitability, along with the potential risks of illegal intentions towards the business relationship. The term can also refer to the bank regulations and anti-money laundering regulations that govern these activities. This is a standard procedure in a vast majority of casinos.

I will now transfer your complaint to my colleague Andrej 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.

Dear Guerrillero61,

I looked at your complaint and I understand the situation. I will contact the casino and see if I can help.

I would like to invite Coral Casino to this conversation to participate in the resolution of this complaint.

The same problem appeared on Ladbrokes Poker, a room on the same network as Coral, or Party

El mismo problema apareció en Ladbrokes Poker, sala de la misma red que Coral, o sea Party

I'll see what happens at Party Poker (the room). Meanwhile I have asked my bank for permission to receive an international transfer of funds

Veré que pasa en Party Poker (la sala). Mientras tanto he solicitado a mi banco el permiso para recibir una transferencia internacional de fondos

Thank you, Guerrillero61, for informing us.

We are still waiting for a response from the casino representative.

We would like to ask Coral Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Guerrillero61,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry we couldn’t be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.