FS Casino - El retiro del jugador se retrasa debido a problemas de documentación.

I have already sent all the proof of payment that I have made to them and none of them accept them, they also want a screenshot of my spei page but my bank cannot provide it to me and my app does not allow me to take screenshots, that is what the account statement where all the banking information is supposed to be for and that document was accepted but they still say that I am missing it.

Ya mande todos los comprobantes de pago que les he hecho y ninguno lo aceptan, quieren también una captura de pantalla de mi página de spei pero mi banco no me la puede proporcionar y mi app no me permite tomar capturas, para eso se supone que está el estado de cuenta donde viene toda la información bancaria y ese documento si me lo aceptaron pero aun así dicen que me falta

Dear Jonathan7766,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're facing with providing the required proof of payment and the frustration that the casino is not accepting your documents.

To better understand the situation and assist you, could you please clarify the following:

1. When you submitted the account statement, did the casino specifically mention what was missing or why they didn't accept it?
2. Could you explain in more detail the problem with your bank’s SPEI page screenshot? Is there an alternative way to show the transaction details that the casino might accept?
3. Have you received any specific response from the casino acknowledging the documents you’ve submitted, or are they still requesting the same proof despite what you’ve already provided?
4. Have you tried reaching out to your bank for further clarification or other possible alternatives to meet the casino’s requirements?

Your cooperation is crucial for us to continue investigating this matter and work toward resolving it. The more details you can provide, the better we can understand the situation and mediate effectively on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the issue. If you'd like, feel free to forward any relevant communication with the casino directly to petronela.k@casino.guru.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Jonathan7766,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.