1win Casino - アカウント確認の問題により、プレイヤーの引き出しが遅れています。

I am unable to withdraw my money. It asks me to verify my account, but when I enter my account details, it tells me to enter another account. I don't know what to do about this. I contacted support, but they haven't provided any solution.

No puedo hacer el retiro del dinero, me pide verificar mi cuenta pero pongo mi cuenta y me dice que ponga otra cuenta, Nose como hacer al respecto me contacte con soporte pero no me dan solución alguna

Dear rbertogr99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that verifying your email address seems to be the only issue?
• Have you provided any documents to verify your identity? If you have, have they all been approved?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear rbertogr99,

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.