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They're asking me for proof of address in my name, but I don't own any property, and they blocked me with a deposit of 300.

Me piden comprobante de domicilio a mi nombre pero no tengo ninguna propiedad a mi nombre y me bloquearon con un depocito de 300

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Hello,

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. 

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? 

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, 

Attila

I sent my INE (Mexican voter ID), bank statement, Mercado Pago receipt, and proof of address with my name, but I don't own any property, I don't own anything in my name. I live with my parents. How am I supposed to have proof of address in my name? Even the best casinos like Caliente, Uzu, or Winner don't ask for that.

Envié mi INE comprobante de banca mercado pago y comprobante de domicilio con mi nombre pero yo no tengo propiedad no tengo nada con mi nombre vivo con mis padres como voy a tener comprobante con mi nombre eso ni en los mejores casinos lo piden como caliente o uzu o winner



Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You can send the information to my email address: [email protected].

Thank you very much for your patience and cooperation.

Dear victoria02014549,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear victoria02014549,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila