CyberBingo Casino - Hráč má negativní zkušenost v kasinu.

Dear daniiesaucedo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a picture. Could you please elaborate?

Do I understand correctly that you are experiencing difficulties completing the verification of your account in the casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Yes, I have all my valid documents. With my experience that I have playing in the casino, I also know the rules of it. I uploaded my driver's license from both sides that I renewed last year and they denied me because it was expired according to them, I contacted customer service and the super despotic person with very few words asked me to upload my documents again but according to He wanted me to upload current documents... when the license expires in 2028. In order not to make it too long, I ended up uploading the photos of my INE, my driver's license, my account statement from my bank and my electricity bill to corroborate my address and the verification process ☑️,

The last time I uploaded the documents, after almost 10 uploads of each document, I lost a proof of address but from a neighbor and I already received a message that my account was permanently disabled... I mean, it was an error as I told you, but now they never answered me

Si, yo tengo todos mis documentos vigentes. Con mi experiencia que tengo jugando en el casino, al igual que también se de las reglas del mismo. Subí mi licencia de conducir por ambos lados que renove el año pasado y me la negaron porque estaba vencida según ellos, me puse en contacto con servicio al cliente y la persona super déspota de muy pocas palabras me pidió que subiera otra vez mis documentos pero según el queria que subiera documentos vigentes.. cuando la licencia se vence en 2028. Para no hacerla muy larga termine subiendo las fotos de mi INE mi licencia de conducir, mi estado de cuenta de mi banco y mi recibo de luz para corroborar mi dirección y el proceso de verificación ☑️,

La última vez que subí los documentos, después de casi 10 subidas de cada documento se me fue un comprobante de domicilio pero de una vecina y ya me llegó un mensaje que mi cuenta estaba deshabilitada permanentemente.. osea fue un error como les dije pero ya jamás me contestaron

Thanks for the explanation.

Would you be able to share with us what the casino told you regarding the verification of your account and the status of your account? My email is tomas@casino.guru Does your neighbor have an account in the casino? Is the address of your neighbor the same as yours on the document you provided or is it different?

I already sent you an email to your email with the screenshots of what they told me

Ya te envié un email a tu correo con las capturas de pantalla de lo que me decian

Thank you for your email.

Could you please explain if you sent the correct proof of address to RiskManagement@CyberBingo.com?

Do I understand correctly the risk department informed you your account is permanently disabled? Please let me know.

Yes, I did send it, but they told me there was no going back, it seems unfair to me because it was a mistake, a mistake that can happen to anyone, after uploading my documents so many times, I repeat, I missed a receipt that was not mine by mistake .. this was answered after sending my correct receipt

Si si lo envié, pero me dijeron que no había vuelta atrás, se me hace injusto porque fue un error una equivocación que a cualquiera le puede pasar , de tantas veces que subí mis documentos repito se me fue un comprobante que no era mío por error .. esto me contestaron depues de enviar mi comprobante correcto

Thank you very much, daniiesaucedo, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello daniiesaucedo,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will try to contact the casino to see if they are able to give you another chance to successfully complete the verification process.

We would like to invite Cyber Bingo Casino to join the conversation.

Dear Cyber Bingo Casino,

I understand that every player should provide valid documents in their own name, but in this case, the player mistakenly provided their neighbor's address details but is still able to provide proof of address in their own name. I understand this might look suspicious to you, but if this is the only thing that prevents the player from successfully finishing the verification process, a fair approach would be to give the player another chance to go through the verification process. Additional documents or even a video call for verification would be OK to help you clearly verify the player. Would you be able to help the player in this way?

They don't like to pay, that's why they don't respond, before I made a mistake with the proofs of address, I contacted customer service and they were super despots, how they didn't really want to do their job

No les gusta pagar, por eso no responden,, antes de que me equivocara con los comprobantes de domicilio me ponía en contacto con servicio al cliente y super déspotas cómo que no tenían muchas ganas de hacer su trabajo

We would like to ask the 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’ which may negatively affect its rating.

Dear daniiesaucedo,

Thank you for your post. We are in touch with our Risk Management Team regarding your account and will post a reply soon.

Regards,

VistaGaming Affiliates Team

Thank you very much I appreciate it very much

Muchas gracias se los agradezco mucho

Dear daniiesaucedo,

As per the response from Cyber Bingo Casino team, they are reviewing your account and this takes a bit of time, so I kindly ask you for your patience. I have my fingers crossed that it won't take long 🤞

That seems perfect to me

Me parece perfecto

Dear daniiesaucedo,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case.

As we have been informed by the casino you have failed to provide all required true documents to pass the KYC process. Sadly, after gathering all the necessary information and documents we can't agree with your statement that you send the wrong documents by mistake, in fact, you have sent numerous documents to try to fraudulently verify your address which has been flagged by the Risk Management Team. Providing or even an attempt to provide fake or forged documents is not acceptable in any casino and the casinos have the right to close the accounts of users that are trying to defraud the casinos in such a way without any financial obligation.

Unfortunately, because of the above-mentioned reasons we are forced to reject this complaint. I can only advise you to always provide true documents held in your own name for verification. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal