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I am unable to withdraw my winnings.

I deposited 5300 pesos using my credit card.

When I try to withdraw my money, all my withdrawal requests are rejected. I sent emails, and they asked me to verify my account and send many documents. I submitted everything showing that I own the card, but they still won't let me withdraw my winnings. I would like to find a solution to this problem.

No puedo realizar El retiro de mis ganancias

Deposite 5300 pesos con mi tarjeta de credito

Y Al momento de sacar mi dinero no me deja me rechaza todos mis retiros , mande Correos me pidieron verificar la cuenta y que mandaran muchos documentos , Los cual mande todos con informacion que demuesra que soy dueño de dicha tarjeta pero ni asi me dejan realizar El retiro de Mis ganancias, me gustaria encontrar una solucion a Este problema

Dear MarioCortes, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been verified by the casino?

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, 

Veronika

I have shared with you until today:

My selfie with my official ID on the side

PHOTO of both sides of my official identification and a PHOTO of a driver's license.

Statement of the card with which I made my first deposit

PHOTO of the card and a selfie of my face with Ella.

Proof of address, I sent you a water bill and a property tax bill, both legitimate, where my name and address appear.

Proof of income, pay stub because they wanted to know where my resources came from.

On November 15th, Evie ordered them first and I finished them on November 16th. Keep in mind that they didn't ask me for all of them. At the same time, they sent me an email asking me for something, they checked it and then they asked me for more things.

Thanks Veronica 🙂

Les he compartido hasta El dia de hoy :

selfi mia con mi identificacion official aun lado

FOTO por ambos lados de mi identification official y un FOTO de una licencia de conducir.

Estado de cuenta de la tarjeta con la cual realize mi primer deposito

FOTO de la tarjeta y una selfi de mi rostro con Ella.

Comprobande de domicilio , Les envie un recibo de agua y un recibo predial , Los 2 legitimos , donde aparece mi nombre y dirreccion.

Comprobante de ingresos , recibo de nomina por que querian saber de donde venian mis recursos.

El dia 15 de noviembre Evie Los primero y termine El 16 de noviembre , tener en cuenta que no me Los pidieron todos Al mismo tiempo me enviaron un correo me pedian algo , lo checaban y luego me pedian mas cossas.

Gracias Veronica 🙂