Casino Barcelona - Cuenta suspendida para el proceso de verificación inicial.

Embarrassing and very unprofessional what happened with casino Barcelona ...

After registering, I make a deposit of € 100 to enjoy the welcome bonus. After a while I get a pop-up window which tells me that I have "X" days to verify my identity.

I prepare to upload my identity document with the pleasant surprise that after a while, they block my account with money inside and verification done. Without giving credit to what happened I get in touch with them via e-mail.

A month later, and with a lot of waiting time between messages, I still have restricted access to my account ... I have been asked for different documents during this time, such as a registered credit card photo, bank receipt to my postal address ... .

Everything has been sent correctly by me and with many obstacles for theirs. At this time, after having nothing else to verify my naive opinion, his answer has been that they need a contact phone to call me from 9 a.m. to 9 p.m. and thus finish the verification process ...

Current situation: 12h pending of the mobile phone in case they call and I don't hear it ... Theirs after so much trouble generated, (if they had some elegance and knowledge about good customer service), it would be to specify a time slot a bit narrower, or call shortly after receiving my contact number so I don't have to leave your call so pending? ... For more inri I am still without having received that call: S

I don't think he asks for that much either ...

Casino Barcelona, your hope is desperate ... The worst experience and valuation without a doubt ...

Vergonzoso y muy poco profesional lo ocurrido con casino Barcelona...

Tras registrarme, hago un depósito de 100€ para disfrutar del bono de bienvenida. Al rato me salta una ventana emergente la cuál me avisa de que tengo "X" días para verificar mi identidad. 

Me dispongo a subir mi documento de identidad con la grata sorpresa de que al rato, me bloquean la cuenta con dinero dentro y verificación hecha. Sin dar crédito a lo ocurrido me pongo en contacto con ellos vía e-mail. 

Un mes después, y con muchísimo tiempo de espera entre mensaje, todavía tengo restringido el acceso a mi cuenta... Me han pedido durante todo este tiempo distintos documentos, como foto de tarjeta de crédito registrada, recibo bancario a mi dirección postal... 

Todo ha sido enviado de manera correcta por mi parte y con muchas trabas por la de ellos. En este momento, tras no tener nada más que poder verificar a mi ingenuo parecer, su contestación ha sido que necesitan un teléfono de contacto para poder llamarme en horario de 9 a 21h y así acabar el proceso de verificación... 

Situación actual :12h pendiente del móvil por si llaman y no lo escucho... Lo suyo después de tanto problema generado, (si tuvieran algo de elegancia y conocimiento acerca de una buena atención al cliente) , sería especificar una franja de horario un poco más estrecha, o llamar al poco de recibir mi número de contacto para no tenerme que dejar tan pendiente de su llamada no? ... Para más inri estoy todavía sin haber recibido esa llamada :S

Tampoco creo que pida tanto...

Casino Barcelona, su espera desespera... La peor experiencia y valoración sin duda... 

Hello, Rubén.

Thank you very much for submitting your complaint. We highly appreciate you bringing this issue to our attention. It is not OK that they keep you waiting for such a long time. Has the casino called you since submitting the complaint?

Best regards, Jozef

Dear Rubén.

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.

No ... They told me that they were going to re-enter 63 euros to my account, which they say is what I had. But nl is true, I had twice as much ... This one week ago and I'm still waiting to be admitted ...

No.... Me dijeron que me iban a reingresar 63 euros a mi cuenta, que dicen es lo que tenía. Pero nl es cierto, tenía el doble... Esto hace una semana y aun estoy esperando a que me lo ingresen... 

Hello.

Thank you for providing us with the information we requested. We will now try to get in touch with the casino.

Best regards, Jozef

Dear Rubén.

We have managed to contact the casino and they should provide us with a response, soon. We are extending the timer with additional 7 days.

Hi Rubén,

We are sorry that you have this vision of our Casino and our customer service.

As you said, the schedule for making the call is from 9:00 a.m. to 9:00 p.m. so that our clients can choose at what time they want the call, so we do not disturb them at any time unduly. You indicated that we could make the call the night of 21/11 at 11:00 p.m. and on 23/11 the call was made within the indicated range. Again, we regret that this time seems excessive, but for security these calls take time to prepare and cannot be made at the moment.

Once the call and the verifications were made, your account was locked permanently by decision of the Fraud and Risk department. The amount you had at that time was returned in your bank account.

Best,

Hello Rubén.

We would like to ask you to reply. Are you aware of doing any fraud activity?

Dear Rubén,

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.