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Since Monday, they do not approve a withdrawal, they ask me for an account with 15 to 17 digits, my account has 14, they tell me to ask the bank for an Iban format. No bank in Peru works with Iban. I want to know how they will deposit my earnings and how I make withdrawals

Desde el día lunes no aprueban un retiro me pidan una cuenta con 15 a 17 dígitos mi cuenta tiene 14 me dicen que pida al banco un formato iban ningún banco en peru trabaja con iban. Quiero saber como me depositaran lo ganado y como efectuo retiros

Dear Yengle77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly.

Do I understand it correctly that providing IBAN seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

What happens that until today they do not ask me for any document and the only way to withdraw is by bank transfer and there is no other way. It looks more like a scam because there are always promotions to deposit and if you deposit and you will not be able to withdraw. What is it then.

Lo que pasa que hasta el día de hoy no me piden ningún documento y la única forma de retirar es por transferencia bancaria y no hay otra forma. Más parece una estafa porque siempre hay promociones para depositar y si uno deposita y no va poder retirar. Que es entonces.

Thank you, Yengle77, for your reply. Since Peru is not one of the countries which have introduced IBAN https://www.dnb.no/en/business/transaction-banking/international-payments/example-iban.html, the casino has to find an alternative method to send your winnings. However, your account needs to be successfully verified first. Could you please advise which payment method you have used to deposit funds into your account?

If the casino communicates with you and there are any relevant emails, please forward them to petronela.k@casino.guru. Thank you in advance. 

Dear Yengle77,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.