Bao Casino - El jugador está luchando por completar la verificación KYC.

I have been trying to make a withdrawal for 3 months and they are always inventing something in order not to make my payment, to start with or even receive the welcome bonus after I made my deposit, then when I started to request my withdrawal even after sending all documents that asked me keep asking me to resend.

Yesterday an attendant sent me an email saying that my documents were approved but to withdraw it would be on a first come first served basis, so two other attendants are sending me emails with messages that are clearly automatic and repetitive saying that to make the withdrawal I must send the documents, documents that I already sent, resent and have been confirmed.

I'm glad I saved all the emails.

If they are not going to pay me what I won in the game that would be right, they are going to have to give me at least what to transfer in order to start playing.

Yesterday the attendant told me that I have to contact my payment method, the impression I have is that they put an attendant without any training to give answers that they think is enough to convince users, I feel disrespected and tangled, April I only receive lame excuses.

Faz 3 meses que tento fazer uma retirada e sempre estão inventando alguma coisa para não realizar o meu pagamento, para começar nem me passaram o bônus de boas vindas depois que fiz meu depósito, daí quando comecei a solicitar meu saque mesmo depois de enviar todos os documentos que me pediram continuam me pedindo para reenviar.

Ontem uma atendente me mandou e-mail dizendo que meus documentos foram aprovados mas para retirar seria por ordem de chegada, daí dois outros atendentes estão me mandando e-mails com mensagens que é nitidamente automática e repetitiva dizendo que para fazer o saque devo enviar os documentos, documentos esse que já enviei, reenviei e foram confirmados.

Ainda bem que salvo todos os e-mails.

Se não vão me pagar o que ganhei no jogo que seria o certo, vão ter que me repassar ao menos o que transferir para começar a jogar tenho o comprovante e já enviei para eles porém ninguém resolve nada.

Ontem a atendente me disse que tenho que entrar em contato com o meu modo de pagamento, a impressão que tenho é que colocam atendente sem qualquer treinamento para dar respostas que eles pensam ser suficiente para convencer os usuários, me sinto desrespeitada e enrolada, dês de Abril só recebo desculpas esfarrapadas.

Dear Geiza,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I apologize, but I am not sure I understood some parts of your message correctly. Has you account been successfully verified? Did the casino accept your documents or not?

Additonally, please, forward any relevant communication to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

It is not incomplete, one of the attendants sent me an e-mail telling me that I had already fulfilled the package for sending the documentation, everything was correct and to make the withdrawal I had to get in line because it was on a first-come, first-served basis. email saved.

This is another excuse for them, a way to get more involved, how many times do I have to send the same documents?

Não está incompleta, uma das atendentes me mandou um e-mail me falando que já tinha cumprido com o pacote de envio da documentação, estava tudo correto e para fazer a retirada precisava entrar na fila pois era por ordem de chegada, inclusive tenho esse e-mail salvo.

Isso é mais uma desculpa deles, um jeito de me enrolar mais, quantas vezes tenho que enviar os mesmos documentos?

Dear Geiza,

Would you be so kind and forward me that email? My email address is kristina.s@casino.guru

Geiza, thank you for your email. Just to make sure - did you provide a confirmation screenshot of the Astropay deposit and some document proving your address?

Hello Kristina, yes, I provided everything they asked for, they only started asking me to resend documents because I complained that they wanted to contact me to let me know if the documentation was approved or not!

Olá Kristina forneci sim, tudo quanto me pediram, só começaram a me pedir reenvio de documentos por que eu reclamei que eles se quer entravam em contato para avisar se a documentação foi aprovada ou não!

Geiza, thank you for your quick reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Geiza,

I looked at your complaint and will do my best to help you. I would like to invite Bao Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

Hello Viliam, the problem is that even if I sent all the documents they tell me that my withdrawal was canceled because it was not sent and they ask me for the same documents that I already sent, and I received an email from them saying that the package of documents that I sent was in accordance with what was necessary for the withdrawal.

Yesterday I sent Kristina the email and the conversations I exchanged with the attendants in the chat, I believe she passed it on to you!

Olá Viliam, o problema é que mesmo enviado todos os documentos eles me falam que meu saque foi cancelado por não ter sido enviado e me pedem os mesmos documentos que já mandei, sendo que recebi um e-mail deles falando que o pacote de documentos que mandei estava de acordo com o que era necessário para o saque.

Ontem enviei para a Kristina o email e as conversas que troquei com os atendentes no chat, eu acredito que ela passou para você!

Hello everyone involved in solving this situation.

We are deeply aware of this issue and want to assure you that there is no cause for concern. After you provided additional information, this problem was referred for further resolution.

Unfortunately, sometimes it can take more time than expected. But be sure, we do all our best and we will contact you as soon as possible to inform you about further actions. 

We hope for your understanding and patience, as we are interested in our players not having such problems and remaining satisfied.

Dear Bao Casino,

you stated in your answer that "this problem was referred for further resolution" so I'll extend the timer by 7 days what should be enough time for you to complete KYC verification. Please, let us know if anything changes.

Hello Geiza,

is there any progress with your verification process, please?

Viliam,

I wish to offer my sincere apologies for the issue occurred.

Our team is doing our best to help the player. To our regret, the issue with AstroPay is not resolved yet, but we have already offered another way of cashout. As an exception, we would like to process withdrawal request via CoinsPaid.

We are waiting for a response from player via email.

Hi Viliam,

They contacted me offering me another option for withdrawal and I accepted, as soon as it is finished I will let you know.

Olá Viliam,

Eles entraram em contato comigo me oferecendo outra opção para saque e aceitei, assim que for concluído estarei avisando para vocês.

Hello Geiza,

it is really pleasure to hear that things are moving forwards. I'll set the timer by 7 days and I'll be waiting for your next update.

Hi Viliam,

I am very happy to confirm the transfer made by Bao and request the withdrawal of my complaint, I hope that they will solve the problem that I faced in the withdrawal attempts so that no new user complaints will occur.

Their service has also improved by 100% and the deadline for responses has become faster.

The site is good and the games are wonderful, I believe that they will soon realign the problem of looting because apparently it had not happened before.

I appreciate the help of the Guru website in all aspects thanks to you everything has become easier and faster.

I request the withdrawal of the complaint !!

Olá Viliam,

Venho com muita alegria confirmar a transferência feita pelo Bao e solicitar a retirada da minha reclamação, espero que eles resolvam o problema que enfrentei nas tentativas de saque para que não venha ocorrer novas reclamações dos usuários.

O atendimento deles também melhorou em 100% e o prazo para as respostas passaram a ser mais rápido.

O site é bom e os jogos maravilhosos, acredito que logo irão realinhar o problema do saque porque aparentemente ainda não havia acontecido antes.

Agradeço a ajuda do site Guru em todos os aspectos graças a vocês tudo ficou mais fácil e mais rápido.

Solicito a retirada da reclamação!!

Dear Geiza,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam