Hello, what "letter" are you referring to, please? What specifically did you enter incorrectly that the casino is pointing out?
If you won just yesterday, I wouldn't be so negative about it. First, it will probably be necessary to resolve the issue that the casino considers important.
So, did you request a withdrawal again?
Ellos argumentaban que quizas me habia equivocado en escribir mal una letra, lo cual no fue asi, mis datos se encuentran validados y no veo el problema para realizar el retiro, hoy me doy cuenta que quitaron la alternativa de retirar por transferencia, adjunto inagen. En fin he intentado retirar como 10 veces y siempre falla el retiro, agradezco ouedan ayudarme considerando que en todos los retiros anteriores ni tuve mayor problema.
Okay, but misspelled a letter in what, please? In some personal data or where?
Did you ask them if you could use another payment method? Do they have a withdrawal limit that you might have exceeded?
If you need our help, click on this link and file a complaint here.
Hola
Señor Bet
Presenté toda la documentación requerida el 31 de octubre de 2025. Solicité un pago de 4000 € y lo cancelé una semana después sin obtener respuesta. Debido a la demora, perdí parte de mi dinero.
Ayer gané otros 5.000 € y solicité otro retiro. Espero que esta vez no tarde otra semana.
Llevo cinco años jugando en su plataforma y siempre he cumplido con todas las normas. Todos mis documentos —DNI, tarjeta bancaria, extracto bancario y justificante de domicilio— están vigentes y son auténticos. Estos documentos son aceptados en cualquier otra institución oficial.
Si su empresa es de confianza, espero que procesen mi pago ahora.
Hello, does that mean you are still undergoing verification or have your documents already been accepted and you are verified? You cannot withdraw money without this process being successful.
Also, if you are waiting for money and you cancel the withdrawal and request it again, the entire processing time will be counted again. So please don't do that again.
Let me know what stage you are at.
Hello,
The website already accepted my ID, bank card, bank statement, and electricity bill before. But after I requested the 5000 EUR withdrawal, it started rejecting some of the same documents.
What can I do if the website doesn’t accept them now?
Thank you for your help.
Have they explained the reason they reject them, though?
You should try to find that out first of all, I believe.
They just don’t want to pay. The website doesn’t accept some of my documents. I asked if there’s another way or if I could send them by email, but they said no. They reject the documents directly on the website. It simply means they don’t want to pay. This site is really bad. Other casinos are better. I no longer trust any online casino and will advise everyone not to play. I will even post a video on YouTube. I hope real casinos will expose and stop the fake ones.
I just want to say that they accepted my papers and told me to wait 48 hours. I hope they don't don't tell me anything else this time.
They just don’t want to pay. The website doesn’t accept some of my documents. I asked if there’s another way or if I could send them by email, but they said no. They reject the documents directly on the website. It simply means they don’t want to pay. This site is really bad. Other casinos are better. I no longer trust any online casino and will advise everyone not to play. I will even post a video on YouTube. I hope real casinos will expose and stop the fake ones.
So, does this mean that they didn't explain anything further to you, right?
Hello,
Every time the casino tells me the same sentence: "please wait 48 hours." This has been repeating for many days.
Could someone from your team please help me with this issue?
Thank you🙏
We are already trying to help you, there was no need to file another complaint about the same casino. It will probably be rejected and only one will remain open.
However, you need to be a little patient because your complaint is not the only one that is open.
I’m sorry, I didn’t know. But they always reject the documents even though everything is correct. Today they told me to send a bank statement, and I already sent it, but they — or the website — don’t accept it!
So, do I fulfill all the casino's requirements shown in the screenshot? Have you tried asking what specifically might not be acceptable if it is not possible to provide them?
I just want to say I've closed my account. I don't want to play anymore. I hope in the future they shut down this scam casino.
I'm sorry to hear that. I thought you would stick with it, because with the help of our team, we would contact the casino. If you've decided to give up, then we won't pursue it any further either.
Could you please write to Veronika in your complaint that you have closed your account?
Llevo dos semanas lidiando con este drama.
Mi identidad fue verificada exitosamente, pero siguen rechazando los documentos para mi dirección (por supuesto, toma otras 48 horas cada vez).
De repente dijeron que cambiar de dirección podría tardar hasta 28 días.
Cuando creé mi cuenta, hace unos 4 años, tenía una dirección de correo electrónico diferente, apenas jugaba, pero hace aproximadamente un mes deposité algunas veces y gané sin bono, luego "retiré" 600 euros...
Certificado de matriculación antiguo, certificado de matriculación nuevo, confirmación de la oficina de impuestos, factura de electricidad enviada.
Por cierto, mi número de teléfono y mi dirección de correo electrónico (y, por supuesto, mi nombre) son los mismos que cuando creé la cuenta.
Es acoso lo que te hacen.
I'm sorry that you are also going through this process and have been unsuccessful so far. So it's just the address that's the problem, right? Is the only problem the change of address, or is there something wrong with the document, such as an error or something similar? Did the casino say anything more about this?
In any case, submitting a complaint was a good step, and I believe we will be able to help you in this case.
I'm keeping my fingers crossed for you.
I am writing to express my disappointment regarding the rejection of my verification document.
The document I submitted is valid, clear, and meets all the stated requirements. However, it was still rejected without a clear or reasonable explanation. This has caused unnecessary delay and frustration.
I kindly request a proper review of my submission and a specific reason for the rejection if there is truly an issue. I would appreciate a prompt resolution.
Cursos educativos, profesionales y gratuitos para empleados de casinos online que tienen el objetivo de hacer un repaso de las buenas prácticas de la industria para mejorar la experiencia del jugador y ofrecer un enfoque justo de los juegos de azar.
Hemos puesto en marcha esta iniciativa con el objetivo de crear un sistema global de autoexclusión que permitirá que los jugadores vulnerables bloqueen su propio acceso a los sitios de juego online.
Una plataforma creada para mostrar el trabajo que llevamos a cabo para hacer realidad una industria del juego online más transparente y segura.
Un proyecto ambicioso cuyo objetivo es celebrar el trabajo de las empresas más responsables del mundo del iGaming y ofrecerles el reconocimiento que merecen.
En breve te redirigiremos al sitio web del casino. Debes esperar un poco. Si usas un bloqueador de anuncios, comprueba su configuración.
