W88es.com Casino - Вывод средств игроком задерживается из-за проблем с процедурой "Знай своего клиента".

Hello, the casino won't let me withdraw my funds. I'm trying to complete my KYC verification, but it keeps getting rejected. My ID is in order, I even sent them a video of the procedure, and they still refuse to verify me so they can't pay me my money. I need urgent help, please.

hola, el casino no me deja hacer mi retiro y intento hacer mi KYC pero me lo rechazan mi DNI esta todo en orden, les envie un video del procedimiento y aun asi no quieren verificarme para no pagarme mi dinero necesito ayuda urgente por favor

Important notice:

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with W88es.com Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Other than verification of your ID, are there any other obstacles in completing the verification process?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

What games did you play to accumulate your current casino balance? : Slots

Did you achieve your current balance with the help of a bonus?: No

Besides verifying your identity, are there any other obstacles to completing the verification process?

• I've been waiting for more than 4 days for them to deposit the money. They already approved my KYC but haven't paid me.

¿A qué juegos jugaste para acumular tu saldo actual en el casino? : Tragamonedas

¿Lograste tu saldo actual con la ayuda de un bono?: No

Además de la verificación de su identidad, ¿existen otros obstáculos para completar el proceso de verificación?

• Llevo esperando mas de 4 dias para que me depositen, ya aprobaron mi KYC pero no me han pagado

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

Dear Nicozmr,

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,

Tomas