RushBet Casino CO - El jugador lucha por retirar su saldo.

Hello, I made an account in this casino, I started to play and when I had $3000 in the account I wanted to make a withdrawal, for that I had to take a photo of my documents and a facial verification, I contacted customer service why I lost my INE (it's the only official document I have), and I told them that I had photos saved from my INE, the person who attended me told me to send them to an email that was sent to me so that they could accept them and continue with the facial verification, send the photos but they don't accept them because they say that I have to have the physical INE otherwise they won't verify my account, what makes me very illogical is that in the emails they tell me that they can't accept the INE because I don't have it physically, if I don't have the INE I can send "PHOTOS" of another official document, if in any case the only thing they ask to verify the account are Photos, I don't understand why they tell me that they can't verify the account if I don't have it in physic

Hola, hice una cuenta en este casino, empecé a jugar y cuando tenía $3000 en la cuenta quise hacer un retiro, para eso tenia que tomar una foto de mis documentos y una verificación facial, me comuniqué al servicio al cliente por qué extravie mi INE (es el único documento oficial que tengo), y les comenté que tenía fotos guardadas de mi INE, me dijo el que me atendió que las enviara a un correo que me paso para que las aceptaran y seguir con la verificación facial, envie las fotos pero no me las aceptan por que dicen que tengo que tener la INE en físico si no no me verificarán la cuenta, lo que se me hace muy ilógico es que en los email me dicen que no me pueden aceptar la INE por que no la tengo en físico, que si no tengo la INE puedo mandar "FOTOS" de otro documento oficial, si de todas maneras lo único que piden para verificar la cuenta son Fotos, no entiendo por qué me dicen que no me pueden verificar la cuenta sino la tengo en físico

Hello cvaladez036,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RushBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The only thing they request is that within the platform you must take a photo of an official document, and then a facial verification is done and that's all, so when I saw that I had to take the INE photo on the platform, I contacted client to see if I could send them a photo that I already had of my INE because I lost it, and they told me yes and that after the INE was accepted and I entered the platform for facial verification and thus my account would be verified.

I sent the photos and the next day they replied that my authentication had not been successful and that they would try again.

the last time was today

Lo único que solicitan es dentro de la plataforma debes tomarle una foto a un documento oficial, y luego se hace una verificación facial y es todo, por eso cuando vi que tenía que tomar la foto de la INE en la plataforma me comuniqué con atención a cliente para ver si podía enviarles una foto que ya tenia de mi INE por que la perdí, y me dijeron que si y que después de que me aceptaran la INE y ingresara a la plataforma para la verificación facial y así ya quedaría mi cuenta verificada.

Envie las fotos y al día siguiente me respondieron que mi autentificación no había sido exitosa y que lo intentarían nuevamente.

La última vez fue hoy

How can I upload screenshots of the emails that I have exchanged with the casino?

Como puedo subir capturas de pantalla de los correos que eh intercambiado con el casino?

Please forward any evidence you have to nikolas.b@casino.guru.

Dear cvaladez036,

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.