Casino Barcelona - El jugador tiene problemas para verificar su cuenta.

Hi, I have had an account at casino barcelona for a long time. I have verified my ID, the credit card with which I enter and my bank account. With all this, at the time of withdrawing 40 euros they tell me that the ID is expired and I send them the valid driving license but they say that it does not work for them.

Right now the DNI appointments are very late in my town with the issue of covid and also as I work for ett it makes it even more complicated for me to get an appointment and be able to keep my job.

The requirements when withdrawing should be the same as when entering or playing

Buenas tengo hace ya tiempo cuenta en casino barcelona. Tengo verificado mi DNI, la tarjeta de credito con la que ingrese y mi cuenta bancaria. Con todo esto, a la hora de retirar 40 euros me dicen que el dni esta caducado y les envio el carnet de conducir en vigor pero dicen que no les sirve.

Ahora mismo las citas del dni van con mucho retraso en mi pueblo con el tema del covid y ademas como trabajo por ett se me hace aun mas complicado el coseguir una cita pudiendo conservar el trabajo.

Los requisitos a la hora de retiran deberian ser los mismos que a la hora de ingresar o jugar

Dear Pablo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that your ID was once approved in the past (when it was still valid)? Do you have any other type of valid document, for example, a passport?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Pablo, unfortunately, if the casino requires this specific document, you should be able to provide it (not to mention that you should always have a valid ID). Please, let us know when you manage to get a new ID, so we can proceed with this complaint accordingly. Thank you very much for understanding.

Dear Pablo,

Has there been any news regarding this case? 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.

Thank you very much Pablo for your reply. I will now transfer your complaint to my colleague Andrej 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.

Dear Pablo,

I’ll be taking care of your complaint from now on. I’ll contact the casino representative and see if I can help. Do I understand correctly that your current ID is already expired and you won’t receive your new one until after September 22, 2021?

In addition, I strongly recommend that you refrain from placing any bets until this situation is sorted.

I would like to invite the representative of Casino Barcelona to participate in the resolution of Pablo's complaint.

Hi, Pablo,

We have just reviewed your case and we have been confirmed that having an updated ID is mandatory and that it is part of our policy. The other documents you have sent do not have the same validity.

You indicate that in your city there are long delays to get a DNI renewal appointment, but it is a basic requirement, not only to confirm your identity, but for many other situations. In less than 2 months they should ensure you a place for an appointment.

Greetings and sorry for the inconvenience.

Hola Pablo,

Acabamos de revisar tu caso y nos han confirmado que tener el DNI actualizado es obligatorio y que forma parte de nuestra política. Los otros documentos que has enviado no tienen la misma validez.

Indicas que en tu ciudad hay grandes demoras para conseguir cita de renovación del DNI, pero es un requisito básico, ya no solo para confirmar tu identidad, sino para muchas otras situaciones. En menos de 2 meses deberían asegurarte plaza para una cita.

Un saludo y disculpa las molestias.

Thank you, Casino Barcelona, for your reply.

Dear Pablo,

I’m afraid that the only viable route here is to patiently wait until you get hold of your new ID. Please understand that the casino requires you to provide a valid ID to be able to verify you are a citizen of Spain.

Dear Pablo,

I’m extending the timer by 7 days. Kindly note that in case you don’t leave a reply in the set time frame, I will have to reject your complaint.

Dear all,

Unfortunately, since we consider Pablo’s complaint to be unjustified and since he has stopped responding to our messages, we’re forced to reject this case.