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I have been depositing a lot of money in the casino and the deposit is automatic without problems, I have done nothing but lose constantly and now that I have won a considerable amount they asked me to verify data and documents which I send. Today I tried to see how my request was going and I find that they blocked my account so as not to pay me, it is not the first problem they have had to withdraw money, I need a prompt solution

Llevo depositando mucho dinero en el casino y el deposito es automático sin problemas, no he hecho más que perder constantemente y ahora que gane un monto considerable me pidieron verificar datos y documentos los cuales envíe. Hoy traté de ver cómo iba mi solicitud y me encuentro con que me bloquearon mi cuenta para no pagarme, no es primer problema que me hacen para retirar dinero necesito una solución pronta

Dear Maximiliano,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? How many days ago you have requested the withdrawal and applied for the account verification?

Are you sure your account is blocked and not audited only which usually happens after a player accumulates a substantial win?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Thank you very much for answering, without bonus accumulate profits. Approximately on January 25 I made the request for withdrawal and verification was requested the following days. Yes, I am sure that it was blocked and I have proof of emails and conversations

muchas gracias por responder, sin bono acumule ganancias. Aproximadamente el 25 de enero hice la solicitud de retiro y verificación me la pidieron a los días siguiente. Sí estoy segura que fue bloqueada y tengo comprobantes de correos y conversaciones

Translated screenshots from the player:

Thank you very much, Maximiliano, for the forwarded screenshots. Do I understand correctly that your account has been blocked because you have entered the PO Box address as your permanent one and couldn't verify it?

that's what they told me, they indicated that I put my email instead of other information is what I understood and it was not. Since it did not allow putting @ in other boxes where they asked for other information.

eso es lo que me dijeron, indicaron que puse mi correo electrónico en vez de otra información es lo que entendí y no fue así. Puesto que no permitía poner @ en otras casillas donde pedían otras informaciones.

So there has been some incorrect information entered when you were completing your casino account profile, is that correct? Could you please explain why you have entered a PO Box address instead of the one that is displayed on your personal ID?

I didn't do that, is what they say. It is more attach my identity card, card to which they would deposit me and all the data they asked me for. Never alter anything or break any rules. I asked them to send me proof of what they say and they do not respond

yo no hice eso, es lo que ellos dicen. Es más adjunte mi cédula, tarjeta a la cual me depositarían y todos los datos que me pidieron. Jamás altere algo o viole alguna regla. Yo les pedí que me enviaran la prueba de lo que dicen y no responden

Thank you very much, Maximiliano, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Maximiliano,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino Team, could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked and verified?

Thank you in advance for providing the information.

Hello Branislav,

Please kindly check our recent response regarding the case.

If you need any additional information please let us know.

Best regards,

Mr.Bet casino team

Greetings all,

Thank you very much, Mr. Bet casino team, for providing the information and for your reply.

Dear Maximiliano,

Could you please provide us with a reason, why did you put a different name and surname in the registration form compared to the name and surname on the ID that you uploaded for ID verification?

That was not the case, and that is what I am claiming. I even asked them for proof of what they say, but they don't send me the proof, they just insist that I post wrong information... so it's not the first time they've done it. What is the backing of what they say? It would be illogical to put another name and upload a different ID, also for the registration they asked for my rut which is also the same one that appears on my ID. They didn't let me check what they say, they just closed my account and that's it. That's why I need a solution

Eso no fue así, y es lo que estoy reclamando. Incluso les pedí prueba de lo que dicen, pero no me envían las pruebas, sólo insisten en que coloque información errónea… por lo que se no es primera vez que lo hacen. Cuál es el respaldo de lo que ellos dicen? Sería ilógico colocar otro nombre y subir una cédula diferente, además para el registro pidieron mi rut el cual también es el mismo que aparece en mi cédula. No me dejaron revisar qué tal cosa es cómo ellos dicen, solo cerraron mi cuenta y ya. Es por eso que necesito una solución