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

I deposited using bitcoins. My withdrawal request is bitcoin. Every time I submit something there’s a different excuse. Now they want to verify old credit cards that I didn’t use on their site. Horrible display of not honoring the pay out.

Dear lashondacedarhill,

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.

Do I understand correctly that the casino is asking you to verify a card that you didn't use here? Have you provided any other documents to verify your identity?

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,

Kristina

I have sent all of the documents.

after I sent the documentation multiple times, I. Was told since Ive used cards at their sister sites I have to verify those as well. I verified my current bank card(which I didn’t use to deposit) then I was told I needed to verify two others( which I’ve not used in this site or in this deposit). They were kind and professional but almost making it impossible to secure winnings by adding another issue after saying they’ve got all that they need. I woke up this morning to an email saying the account has been verified and to allow three more days for the. Cashiers to verify and process! This is a bitcoin deposit and a bitcoin withdrawal.

Thank you very much for your reply, lashondacedarhill. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear lashondacedarhill,

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

They finally answered saying now I exceeded the wager amount and didn’t honor the winnings and gave me back my deposit ty for your help

lashondacedarhill, do I understand correctly that you have breached the maximum allowed bet while having an active bonus? If that is the case, I am afraid that we are not able to help further, but if you feel like you have been accused of this by mistake, we can investigate the issue further. Please, let me know.

Dear lashondacedarhill,

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

Unfortunately, we’re forced to close 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.