Banzai Casino - El retiro del jugador se retrasa debido a problemas de verificación.

I had a profit of €250 at this casino, I withdrew it via "Bank Transfer", and they sent me the account verification. This is where the headache begins. I send all the documents correctly (other casinos never give me problems), they send me emails saying that I have to send them everything again, and to change the documents. They stop answering me, and now they tell me that because I have a "rest period" activated, they cannot approve my withdrawal. When? They make up anything to avoid paying. DO NOT PLAY AT THIS CASINO

Tuve unas ganancias de 250€ en este casino, las retiré mediante vía "Bank Transfer", y me enviaron la verificación de la cuenta. Aquí empieza el quebradero de cabeza. Envío todos los documentos correctamente (nunca me dan problemas otros casinos), me envían correos diciendo que tengo que enviarles otra vez todo, y que cambie los documentos. Me dejan de responder, y me dicen ahora, que por tener activado un "periodo de descanso", no pueden aprobar mi retirada. ¿¿En qué momento?? Se inventan cualquier cosa para no pagar. NO JUEGUEN EN ESTE CASINO

Dear v9h8nj26c6,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're facing.

• To assist you better, could you please provide more details about the documents you’ve submitted for KYC verification? Have any of your documents been approved so far?
• Regarding the proof of address, have you sent a different document as the casino requested in the screenshot you provided? Could you please confirm which documents you’ve submitted as proof of address?
• Additionally, could you kindly explain in more detail if you’ve set up a cooling-off period on your account? If so, for how long? Were you warned before the activation of this feature that, during an active cooling-off period, withdrawals cannot be processed?

I hope we can help you resolve this situation as quickly as possible. Thank you in advance for your response.

Best regards,

Veronika

1. I sent all the documents correctly, from what I understand, they have all been accepted, except for the proof of address, which is rejected.
2. No, I did not send any screenshot, it was a document issued by Banco Santander, which they claim is a screenshot. Also, I sent proof of residence from my bank "Revolut", and they tell me it is not valid.
3. Yes, I activated a 6-month reflection period because I did not like the experience, and at no time did they warn me that if I activated it, I could not withdraw, they simply warned me that it could not be reopened.

You understand my problem now, right? I'm not going to wait 6 months to be able to withdraw my money.

Thank you very much for the help

.

1. Envie todos los documentos correctamente, por lo que entiendo, se han aceptado todos, menos la prueba de Domicilio, que me la rechaza.
2. No, no envíe ninguna captura, fue un documento expedido por el Banco Santander, que alegan que es captura de pantalla. También, envié pruebas de residencia desde mi banco "Revolut", y me dicen que no es válido
3. si, active un periodo de reflexión, de 6 meses, porque no me había gustado la experiencia, y en ningún momento me avisaron de que si lo activaba, no podía retirar, simplemente me avisaba de que no podría ser reabierta.

entiende mi problema ahora verdad, no voy a esperar 6 meses, para poder retirar mi dinero

muchas gracias por la ayuda

.

Thank you for your reply. Could you please forward me the documents you sent to the casino as your proof of address? Please include the communication between you and the casino regarding the problems with your verification and the self-exclusion period as well. My email address is veronika.f@casino.guru.

Do you have any other documents that could serve as a proof of address to the casino?

Regarding the withdrawal of your remaining balance, I have checked the Terms and Conditions and this is what I found:

6.6. During a period of self-exclusion, your balance will remain in your Account. You will be able to contact Customer Support to make a request for the remaining balance on your Account to be withdrawn.

Did you activate the cooling-off limit directly in your account? If so, which of these options did you choose?

Dear v9h8nj26c6,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.