Betano Casino MX - La verificación de la cuenta del jugador se ha retrasado.

I played free spins and completed the wagering requirement, and now that I want to claim the winnings they ask me to verify the account and I agree, but when I enter my information they tell me that I already have another account, but it is not like that they have my history and I am sure that I only have this account, they ask me to send my documents to an email and I have sent them like 3 or 4 times and I still have no response, every time I ask for information they ask me to send my documents again. It would be better if they said if they are going to verify me or not, so I don't have a bad time anymore

Jugué tiros gratis y acomplete el requisito de apuestas, y ahora que quiero reclamar las ganancias me piden verificar la cuenta y estoy de acuerdo, pero al ingresar mis datos me indican que ya tengo otra cuenta, pero no es así ellos tienen mi historial y yo estoy seguro de que solo tengo esta cuenta, me piden que envíe mis documentos a un correo y ya los envié como 3 o 4 veces y sigo sin tener respuesta, cada vez que pido información me piden que vuelva a enviar mis documentos. Mejor que digan si me van a verificar o no, para ya no estar pasando el mal rato

Dear Diego140906,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please specify which documents you sent to the casino for verification, and when exactly did you send the last one?

Kindly send me a link or a screenshot of the bonus you activated and played with.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Dear Diego140906,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika