Brazino777 Casino MX - El retiro del jugador se retrasa debido a repetidas solicitudes de verificación.

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Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a crucial and essential process, during which the casino ensures that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all the players and verify their identification and documents, this is the only way gambling establishments can 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. 

• When were you requested to undergo the verification process again?
• What documentation was requested from you?
• Which documents have you already provided, and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were any of the documents accepted or explicitly rejected?

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, 

Natalia

Hello Natalia,

Thank you for your response. I'd like to clarify my case precisely, as it's not a pending KYC.

1. My KYC verification was already performed and approved previously, which allowed me to deposit and withdraw without any issues (including a successful withdrawal of 5,000 MXN).

2. The problem only started when I tried to withdraw 17,000 MXN, when the system asked me for additional verification.

3. In this additional verification, the system again requests: RFC, email, phone number, country and occupation.

4. The error is strictly in the RFC: the system rejects it, even though it is exactly the same RFC that was already approved during my KYC.

To confirm this, I already sent:

A screenshot of my profile, showing that the RFC is the same.

My RFC in official document.

Despite this, the system continues to block my withdrawal, and support only reopens reports and asks me to wait, without resolving the conflict.

In conclusion, the casino already accepted my RFC in the approved KYC, but the system rejects it in this additional verification when withdrawing 17,000 MXN. This is an internal error that prevents me from accessing my legitimate funds.

I request your support so that the casino can directly resolve this issue with the RFC and allow me to withdraw my funds.

User: JOSMNN

Hola Natalia,

Gracias por su respuesta. Quiero aclarar con precisión mi caso, porque no se trata de un KYC pendiente.

1. Mi verificación KYC ya fue realizada y aprobada anteriormente, lo cual me permitió depositar y retirar sin problemas (incluso un retiro exitoso de 5,000 MXN).

2. El problema comenzó únicamente al intentar retirar 17,000 MXN, cuando el sistema me pidió una verificación adicional.

3. En esta verificación extra, el sistema solicita nuevamente: RFC, correo, número de teléfono, país y ocupación.

4. El error está estrictamente en el RFC: el sistema lo rechaza, aunque es exactamente el mismo RFC que ya fue aprobado durante mi KYC.

Para confirmar esto, ya envié:

Una captura de mi perfil, donde se muestra que el RFC es el mismo.

Mi RFC en documento oficial.

A pesar de ello, el sistema sigue bloqueando mi retiro y el soporte únicamente reabre reportes y me pide esperar, sin resolver la contradicción.

En conclusión, el casino ya aceptó mi RFC en el KYC aprobado, pero el sistema lo rechaza en esta verificación adicional al retirar 17,000 MXN. Esto es un error interno que me impide acceder a mis fondos legítimos.

Solicito su apoyo para que el casino solucione directamente este problema con el RFC y me permita retirar mis fondos.

Usuario: JOSMNN

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JOSMNNN,

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,

Natalia