Axecasino - El jugador tiene problemas para completar la verificación de la cuenta.

yet another failed casino guru bonus. I honestly think this Casino guru site is a SCAM. my bonus was a no deposit bonus!, I completed the rollover! I sent all the requested documents! in the terms and conditions of the bonus at no time was it mentioned that a deposit was required for withdrawal! So I met all the requirements. several times I was asked for a selfie with the date and mention of the casino along with the id ... after more than 10 photos I was also asked to include my hand and elbow in the photo! (if I hold the id in one hand and the sheet with the order date in the other, how is it possible for it to be sampled and the other data appear?) if I sent the ID, I SENT PROOF OF RESIDENCE, I SENT THE PHOTO AND they still don't accept the withdrawal. I contacted the online chat and they told me that they will just confirm my selfie, for me to ask for the withdrawal again and I did it, an email immediately came to me telling me that my account was not verified. back to the chat they simply do not give me a deadline for resolution and also did not respond to the question about the confirmation that you have just made and in a following email it was faulty. I just want to see.

Dear vitoralonsso22,

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.

Have you received any information clarifying why your documents have not been approved?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

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,

Kristina

Dear vitoralonsso22,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.