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Don't enter this casino, they're scammers. They tell you you have to provide documents to withdraw, and you do, and they won't let you withdraw. They're always looking for excuses and get you to do more and more things, impossible things. So you can never withdraw. Be careful. But they don't ask you any requirements to deposit. They keep 800 euros from me.

No entren a este casino son estafadores. Te dicen que tienes que proporcionar documentos para poder retirar, y lo haces y no te dejan retirar siempre buscan escusas y que hagas más y más cosas y cosas imposibles. Para nunca poder retirar . Cuidado. Pero para depositar no te piden ningún requisitos. Ami se me quedan con 800 euros.

Hello, I understand your frustration but based on the screenshot, it was you who said he was no longer interested in cooperation. To be honest, this is not the best way to prove the casino is a scam. I get you have an issue providing your old address, but as said, you have to pass the KYC and cooperate; otherwise, the casino can't pay you out, no matter what you believe.

May I know how long you have been dealing with the KYC? Perhaps we can help you sort that out.

Hello, I have never refused to cooperate. I have already sent you the documents you requested and that I have been able to provide, and you still haven't given me answers and are only providing cheap wiretaps. If you could help me withdraw it, I would appreciate it.

Hola, en ningún momento me eh negado a cooperar ya le eh mandado los documentos que piden y que eh podido facilitarle, y siguen sin darme respuestas y solo escucas baratas, si me pueden ayudar a retirar se lo agradeceria.

So, how about you try to explain how long you have bene struggling? As I said, we may be able to help you mediate with the casino, which is not us. However, we need to understand why the casino requires your old address and the duration of your struggle to pass the KYC process.

Okay, friend, thanks! I've been going through this process since Wednesday. And they're asking for my address and current address. Because by mistake, I auto-filled my information, and they mistakenly entered my old address, and that address was from five years ago. So, when I get to Spain, I'll explain this to them. And they told me to send them a bank document with the new address and my name.

I did it, but now they are asking me to send them a document from the old address, and I have no document or invoices or anything from the old address, and what they are telling me is that if I do not provide the documents they require I will not be able to withdraw,

Vale amigo, gracias!. Llevo desde el miércoles con ese proceso. Y me piden dirección y dirección actual. Porque por error, le di a auto rellenado de mi información, y por error se ah puesto la dirección antigua que tenía, y esa dirección fue de hace 5 años. Vamos cuando llegue a España, le explique eso a ellos. Y me dijeron que le mandara documento del banco con la dirección nueva y mi nombre,

Lo hice, pero ahora me reclaman que le mande documento de la vieja dirección, y no tengo documento ni facturas ni nada de la vieja dirección, y lo que me dicen es que si no aporto los documento que ellos exigen no podré retirar,

I understand this situation must feel frustrating. From your point of view it was just an old address auto-filled by mistake. If I got it correctly.The problem is that the casino has to work strictly with the data entered at registration, and any discrepancy is treated as providing incorrect information. That’s why they are now asking you to prove both the current and the old address, even though you no longer have documents for the previous one.

I get that this is not easy to solve, and many casinos don’t explain it very well. If this really becomes a blocker for your withdrawal and you cannot provide what they ask for, then the right next step would be to open a complaint with us. That way, we can review the situation in detail and see if there is a fair solution possible.

Understood, can you help me? Please.

Entendido me pueden ayudar. Por favor

I see.

Well, if you are unable to resolve the situation, you may ask my colleagues for help. We provide casinos 14 days to resolve issues; on the other hand, the matter is most likely a problem related to incorrect register details, so you can complain even sooner, I guess.

Here is the form you need: https://es.casino.guru/quejas/enviar 👈👈

You may collect the post posted here on the forum to form the general description of the problem. Could be easier at least.

Will you try?

If I may have a word of advice, do not scream that the casino is a scam if you fail to register with an actual and valid address in the first place. It won't look good. 😉

Understood, thanks.

Entendido gracias

Happy to help, but the main goal is to turn this situation into a good outcome.

Hopefully it works out, Tomas is on it!