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They blocked my account, I earned 10 thousand pesos and it took them a week to verify my account, I had already made about 5 deposits and they don't want to pay me, I want to edit my information to be able to withdraw my funds

Me bloquearon mi cuenta gane 10milpesos y tardaron una semana en verificar mi cuenta ya avía hecho como 5depositos y no me quieren pagar quiero editar mis datos para poder retirar mis canacias

Dear mariajt2413,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that you submitted incorrect or incomplete information when creating your casino account? Could you please elaborate?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good evening, but I did send her information so they could verify the account, since I didn't have anything in my name, and they asked me for proof with my name.

buenas noches pero si mande los datos de ella tambien para q verificaran la cuenta ya q yo no tenia nada a mi nombre q me pedian comprovante con mi nombre

Another thing when I sent my information I was sent by mjs and I told them why they can't make my withdrawal through where I made my deposit that was by transfer I told them that the avia made from my wife's account and they told me then do it the same way I made the deposit with the same information, so I sent the woman's information so that they could verify hers and see that they were the same as the deposits that I made

otra cosa cuando mande mis datos estube mandado mjs y lesdije q porque no me pueden aser mi retiro por donde yo hise mi deposito q fue por tranferencia les dije q la avia hecho de la cuenta de mi mujer y me dijieron entonses agala de la misma manera q hise hise el deposito con los mismo datos por eso mande los datos de mujer para q pudieran verificar los de ella y vieran q eran los mismo de los depositos q hise

In the same way, all my data is coming. I sent everything that they asked me for, even the certificate of plowing where we have lived for more than 4 years. My INE is valid, all the account statements, as well as my wife's, the truth is that I don't like that having bank cards and accounts I don't understand that about the transfers I asked my wife to deposit me from her account there were 5 deposits that she made and she told me I already deposited them she told me to put marks n** my name so that see what mine

de igual manera todos mis datos estan vien mande todo lo q me pidieron asta lo del certificado de arandamiento donde vivimos desde ase mas de 4 anos mi INE esta vigente todo estado de cuenta asi mismo la de mi mujer la verdad como ami no me gusta eso de tenr tarjetas de banco y cuentas no le entiendo eso de las tranferencias le pedi a mi mujer q me depositara desde su cuenta fueron 5 depositos los q hizo y ella me decia ya los deposite me desia q ponia marcos n** mi nombre para q vieran q mios

Dear mariajt2413,

Do I understand correctly that deposits made into your casino account were from your wife's bank card? Is it a joint account or is she the only owner of that payment method? Thank you.

good morning yes

Bueno días si

Is your wife the only owner of that payment method, please?

And

Si

And

Si

and

si

Give

sii

If she is the only one, the truth is, I don't know why I already told you that I am the owner of the account that I played to have fun, to distract myself. The truth is, I did not think about what it was that I went to win, I only played to have fun and have the bonuses that they give I never believed that I was going to win and win and with my deposit of 125 it was so that they would give me free shots I liked to play to feel the adrenaline of the casino when I saw that I already had my winnings of 1500 I wanted to collect I sent my information to be able to withdraw but no more They told me nothing, I kept playing until I reached 4700 and I sent them mjs that I had already sent my data that they verified them and they just told me that it took days and as they arrived the truth was already a lot what they told me that they did not verify my account it took In short, too much I continued my games without thinking that I would win more and more for almost a week without answering my verification and until I reached 10,000 thousand pesos, they told me that they blocked my account and they were not good at sending me msgs to tell me why they blocked my account. account woe if they are wrong by not warning of the blockade

si ella es la unica la verdad no se porque si ya les dije q yo soy el dueno de la cuenta q yo jugava para divertirme distraerme la verdad no pense en q fue q fue a ganar yo solo jugaba para divertirme y tener los bonos q dan nunca crei q iva a ganar y ganar y con mi deposito de 125 fue para q me dieran tiros gratis me gustava jugar para sentir la adrenalina del casino al ver q ya tenia mis ganancias de 1500 quise cobrar mande mis datos para poder retirar pero nomas no me decian nada seguia jugando asta llegar a 4700 y les mandaba mjs q ya avia mandado mis datos q me los verificaran y nomas me decian q tardaban dias y conforme llegaban la vedad era ya mucho lo q me decian de q no me verificaban mi cuenta tardaron demaciado enfin yo seguia mis juegos sin pensar q ganaria mas y mas casi una semana sin responderme mi verificacion y asta q llege a los 10.000mil pesos me salen conque me bloquearon mi cuenta y no fueron buenos de mandarme mjs para decirme el porque me bloquearon la cuenta ay si estan mal al no avisar del bloqueo

I sent them everything, including my wife's data, which are the same as those in the deposit account, so easy to verify the account in her name, just because my username is in my name, they cannot verify her, I just go there Edited my user data and I put my wife's data that can be done

yo les envie todo asta los datos de mi mujer q son los mismo q estan en la cuenta del deposito tan facil de aver verificado la cuenta a su nombre de ella q nomas porque esta mi usuario a mi nombre no puedan verificar a ella yo nomas aya editados mis datos de usuario y pongo los de mi mujer q si se puede aser eso

Please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card. If you’re not able to prove that you are a legitimate owner of the payment method, I’m afraid there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Last request I could change the user of my account that blocked me

ultima peticion podria cambiar de usuario de mi cuenta q me bloquearon

that if I can change my data

eso si puedo aser cambiar mis datos

I'm sorry but when opening an account you need to submit your personal details and later you use payment methods that belong to you only. No third parties should be engaged. It's simple as that.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.