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Good morning I have been sending my personal photos for more than 10 days and they always say that they are not sharp. It is a total lie. In the last email they asked me to send the screenshot of a virtual card that explains that it cannot be done in the application and that I already received the plastic from that temporary plastic and they changed the numerous ones and insist on the same thing.

I copy the last mail below:

Dear customer!

Currently there are no Spanish-speaking operators available, alas, so I will provide you information in English. Previously, you contacted us regarding the verification procedure. Please be informed that a screenshot of the card's profile (not a photo of your phone) is required by the administration.

GG.bet Support Team

If you have any additional questions,

you can always send us an email on support@gg.bet,

contact us via online-chat

or by phone +44 (203) 769-19-62

It should be noted that this whole process began when I wanted to withdraw $ 71 that I had earned.

Buenos días hace más de 10 días que estoy enviando mis fotos personales y siempre dicen que no tienen nitidez. Es una total mentira. En el último mail me piden que envíe la captura de pantalla de una tarjeta virtual que explique que no puede hacerse en la aplicación y que ya recibí el plástico de ese plastico provisorio y cambiaron los numerosos e insisten en lo mismo.

Copio a continuación el último mail:

Dear customer!

Currently there are no Spanish-speaking operators available, alas, so I will provide you information in English. Previously, you contacted us regarding the verification procedure. Please be informed that a screenshot of the card's profile(not a photo of your phone) is required by the administration.

GG.bet Support Team

If you have any additional questions,

you can always send us an email on support@gg.bet,

contact us via online-chat

or by phone +44 (203) 769-19-62

Cabe destacar que todo este proceso comenzó cuando quise retirar 71 dls que había ganado.

Dear Natalia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players.

Do I understand correctly that providing the proof of a virtual card seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

Would you be so kind and forward me original emails between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Thank you very much in advance for your reply.

Best regards,

Kristina

No, this is it. It would be good not to do a response copy paste especially when I am explaining that I uploaded the photos more than 10 times. Something like: "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. I have fixed that.

No, ya esta. Seria bueno no hacer un copy paste de respuesta sobre todo cuando estoy explicando que subí más de 10 veces las fotos. Algo como :"Comprenda que KYC es un proceso muy importante y esencial, durante el cual el casino se asegura de que el dinero se envíe al propietario legítimo. ya lo solucioné .

Thank you for your reply, Natalia, however, I am not sure I understand completely your message and your last sentence. Has this issue already been resolved?

Yes. It has already been resolved.

Si. Ya se resolvió.

Awesome news, Natalia. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.