누군가 주소 확인을 도와줄 수 있습니까?

Hello, I have played in Vulkan Vegas and I have won, I have passed the verification but the address does not pass, I have sent invoices, documents, photos, basic service form (it is not in my name) I have even sent my bank contract and they follow me. Sending a message that uploads that document

Hola he jugado rn Vulkan Vegas y eh ganado, eh pasado la verificación pero no pasa la del domicilio eh mandado facturas documentos fotos, planilla de servicio basico(no esta a mi nombre) hasta mi contrato del banco he mandado y me siguen. Enviando un mensaje que suba ese documento

Hello there.

Does it mean you filled in an incorrect address during the registration perhaps? I'd say you're in the middle of the verification if the casino needs you to upload documents.

What seems to be the problem, please? I could use a better explanation.

Hello, I have already verified everything and yesterday I made the withdrawal request and now it appears that my user is blocked, and I ask why it is due, they tell me that it is because they record that I entered from another country when I am in Ecuador yesterday, what Ingreae I got a message that someone else is using the account but I did not take a screenshot because I got scared and tried to enter and now I am blocked

Hola ya me hab verificado todo y ayer hice la solicitud de retiro y ahora me sale que mi usuario esta bloqueado, y pregunte a que se debe me dicen que es por que registran que eh ingresado desde otro pais cuando yo estoy en ecuador ayer alo que ingreae me salio un mensaje que alguien mas esta usando la cuenta pero no tome captura por que me he asustado y trate de entrar y ahora estoy bloqueado

Hmm, that does not sound good. Could anyone else get login detail to your account, perhaps?

Sounds like it was hacked, anyway, you should always take screenshots in such a desperate situation, it's a pity you have nothing at the moment.

Well, try your luck with the complaint, I do not have a better option for you. 🙁

https://casino.guru/complaints/create

Would you specify this "Ingreae" for me, please?

No, no one else has access to my account, but I did get a message that I wanted to enter that someone else was using it and after that they blocked it

I'm sorry I wrote wrong was to enter

No nadie mas tiene acceso a mi cuenta pero si salio un mensaje a lo que queria ingresar que alguien mas estaba usandola y luego de eso me la bloquearon

Lo siento he escrito mal era ingresar

Hello.

Don't worry about that! I'm glad to see your complaint has already made progress!

I believe the KYC process should help to solve the matter or at least bring us closer to resolution.

Keep us posted here on the forum, if you don't mind.

Hi, well, I don't have an answer, they tell me that I must send a document that proves that I was in Chile, but I have already sent all my documents and the message that I send when entering my account, and the only thing they tell me is that my case is under review and There is no solution and so I'm going for a week or more

Hola pues no tengo respuesta me dicen que debo enviar un Documento que avale que estuve en chile pero ya he mandado todo mis documentos y el mensaje que boto al entrar a mi cuenta y es lo unico que me dicen es que mi caso esta en revisión y no hay solucion y asi ya voy para una semana o mas

Hi!

As I said before, your account was probably hacked, according to the screenshot, you have also stated that someone else used your account without you knowing.

This is quite an abnormal situation.

At this point, I would like to ask you something - as per the complaint "Could you please confirm that you never accessed your account from any other country than Ecuador"

Because I do not understand the importance of documents proving you were in Chile, to be honest.

I have not left the country I am only in Ecuador I do not even have a valid passport to say ok if I travel I do not use a VPN because the cell phone I use has a payjoy application that does not allow me to use certain applications for this reason I do not use that type of things

Es que no he salido del pais solo estoy en ecuador ni siquiera tengo pasaporte vigente para decir ok si viaje no uso vpn por que el celular que utilizo maneja una aplicación de payjoy que no me permite usar ciertas aplicaciones por tal motivo no uso ese tipo de cosaS