Vegasino Casino - 플레이어 계정에서 인증 문제가 발생했습니다.

Good afternoon, my problem has been providing the verification documents of my card transactions. As I attached in a photo, my bank is refusing to send them to me in PDF, even though in the conversation you can see they said they would. This is not true; I can only download them in Excel and then convert them myself to PDF, but the casino says that doesn't work for them. Besides contacting the bank via message, I have also reached out by phone and in person at my branch, and the response is the same... I am also attaching the documents they requested in PDF after I converted them myself so you can see that this is truly what they are asking for. They are clear, and I don't understand why the casino won't accept them. I hope you can help me, thanks.

buenas tardes , mi problema ha sido para proporcionar los documentos de verificacion de mis movimientos de la tarjeta que como adjunto en una foto mi banco se niega en rotundo a mandarmelos en pdf aunque en la conversacion que veis me dicen que si, no es cierto solo los puedo descargar en excel y luego convertirlos yo en pdf pero el casino me dice que asi no les sirve. Aparte de ponerme en contacto con el banco por mensaje tambien lo he hecho via telefonica y presencial en mi oficina y nada la respuesta es la misma ..... os adjunto tambien los documentos que me piden en pdf despues que los he transformado para que veais que realmente es lo que me estan pidiendo, se ven claros y no entiendo porque el casino no me los acepta. espero que me podais ayudar , gracias.

Dear peina2noe,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegasino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you tried exporting your bank statement using the guide on the bank's website?
• https://www.cajamar.es/es/comun/te-ayudamos/infografias/banca-electronica/financiacion-movimientos-cuenta/
• Do you receive monthly bank statements via post or to your email?
• Have you contacted casino support and asked them for assistance?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas