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I enter the withdrawal request and they ask for a bank code, I asked my bank that corresponds to the state bank and they point out that the code for international transactions is only one and corresponds to the swift code BECHCLRM, but this was not valid, consult the operator and they point out to me that it must be with numbers in parentheses (interbank account) but when pointing this out to my bank they tell me that they don't understand and that most likely I should find out what they refer to but from the application they point out what contrary to finding out with my bank that it is the state bank of Chile

Ingreso a la solicitud del retiro y me solicitan código bancario, lo solicite a mi banco que corresponde banco estado y me señalan que el código para transacciones internacionales es un solo y corresponde al código swift BECHCLRM, pero este no fue válido, consulte a la operadora y me señalan que debe ser con números entre paréntesis (interbancaria cuenta) pero al señalarles eso a mi banco estos me dicen que no entienden y que lo mas probable es que deba averiguar bien a que se refieren pero de parte de la aplicación me señalan lo contrario que averigüe con mi banco que es banco delestado de Chile

Dear jonathanmorenom1487,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you made any successful withdrawals before?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

I can't attach the emails unless I copy and paste them

No puedo adjuntar los correos a no ser que los copie y pegue

Onyx

2021-09-08 18:33:25

Hello Jonathan, It is a pleasure to have you as part of our game club. Following up on the conversation we had earlier, you mentioned that you have some trouble creating a retreat. Could you please send the screenshot of the withdrawal page so that we can check it and help you? Feel free to contact us if you have any further questions, we can help you. Have a nice day!

Jonathanmorenom

2021-09-08 18:39:53

I'm still waiting for an answer

Klaus

2021-09-08 18:40:01

Hi Jonathan!

Klaus

2021-09-08 18:41:12

Can you send me a screenshot of when you try to make a withdrawal?

Jonathanmorenom

2021-09-08 18:46:21

Klaus

2021-09-08 18:47:57

You must enter your bank code, request it from your bank for international transactions.

Jonathanmorenom

2021-09-08 18:50:31

I asked the key for my transactions in the previous question. Bank is the one that appears in the BECHCLRM box but you ask for something else and it is not clear because they either cannot send a photo of how a bank code should go and what it consists of.

Klaus

2021-09-08 18:54:05

Can you tell me the name of your bank and your city?

Klaus

2021-09-08 18:54:35

Are you sure the bank code you entered is correct?

Jonathanmorenom

2021-09-08 18:54:41

My bank is the state bank of Chile

Klaus

2021-09-08 18:54:58

Your city?

Jonathanmorenom

2021-09-08 18:55:11

Valparaiso

Klaus

2021-09-08 18:56:56

I will transfer this information to our corresponding department to verify this problem, we will inform you when we receive a response from them.

Jonathanmorenom

2021-09-08 18:58:27

Yes, but you request a bank code, I am correct, then because another of his colleagues later told me that I had to enter something else corresponding to an interbank account that is something other than what he says in his request

Jonathanmorenom

2021-09-08 18:58:39

You are not clear and confuse people

Klaus

2021-09-08 18:59:40

There it shows the bank code, it must be the bank code for international transfers. However, I will transfer all the information to our appropriate department for verification and we will tell you exactly what the problem is.

Jonathanmorenom

2021-09-08 19:00:11

I hope answer thank you

Jonathanmorenom

2021-09-08 19:00:16

3

Onyx

2021-09-08 18:33:25

Hola Jonathan, Es un placer tenerte como parte de nuestro club de juegos. Siguiendo con la conversación que tuvimos anteriormente, mencionaste que tienes algunos problemas para crear un retiro. ¿Podría enviar la captura de pantalla de la página de retiro para que podamos verificarla y ayudarlo? No dude en contactarnos si tiene más preguntas, podemos ayudarlo. ¡Que tenga un lindo día!

Jonathanmorenom

2021-09-08 18:39:53

Sigo esperando respuesta

Klaus

2021-09-08 18:40:01

Hola Jonathan!

Klaus

2021-09-08 18:41:12

¿Puedes enviarme una captura de pantalla de cuando intentas hacer un retiro?

Jonathanmorenom

2021-09-08 18:46:21

Klaus

2021-09-08 18:47:57

Debe ingresar su código bancario, solicítelo a su banco para transacciones internacionales.

Jonathanmorenom

2021-09-08 18:50:31

Se lo formule en la pregunta anterior la clave para transacciones de mi. Banco es el que aparece en el recuadro BECHCLRM pero ustedes piden otra cosa y no son claros porque ellos tampoco e tienden no pueden mandar una foto de como debe ir un código bancario y en que consiste

Klaus

2021-09-08 18:54:05

¿Puedes decirme el nombre de tu banco y tu ciudad?

Klaus

2021-09-08 18:54:35

¿Está seguro de que el código bancario que ingresó es correcto?

Jonathanmorenom

2021-09-08 18:54:41

Mi banco es banco del estado de chile

Klaus

2021-09-08 18:54:58

¿Tu ciudad?

Jonathanmorenom

2021-09-08 18:55:11

Valparaíso

Klaus

2021-09-08 18:56:56

Transferiré esta información a nuestro departamento correspondiente para verificar este problema, le informaremos cuando recibamos una respuesta de ellos.

Jonathanmorenom

2021-09-08 18:58:27

Si pero ustedes solicitan un código bancario estoy en lo cierto, entonces porque otro de sus colegas después me señaló que debía ingresar otra cosa correspondiente a una cuenta interbancaria que es otra cosa no lo que dice en su solicitud

Jonathanmorenom

2021-09-08 18:58:39

Ustedes no son claros y confunden a la gente

Klaus

2021-09-08 18:59:40

Allí muestra el código bancario, debe ser el código bancario para transferencias internacionales. Sin embargo, transferiré toda la información a nuestro departamento correspondiente para que la verifique y le diremos exactamente cuál es el problema.

Jonathanmorenom

2021-09-08 19:00:11

Espero respuesta gracias

Jonathanmorenom

2021-09-08 19:00:16

3

Thank you very much jonathanmorenom1487 for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

If in these moments one of the executives of the game is telling me what I should do again and see the process of the transaction, since in previous events with the old method I made the request but it was rejected, not indicating what the problem was, now there are new steps in which a cod. Bank, then my account, the type of account and finally the amount to withdraw, but now my request was accepted after several attempts, I hope my money will be deposited if I will not try again

Si ene stos momentos uno de los ejecutivos del juego me está indicando que debo hacer nuevamente y ver el proceso de la transacción, ya que en hechos anteriores con la antigua modalidad realizaba la solicitud pero esta eran rechazadas no indica do cual era el problema, ahora existen nuevos pasos en la cual consta un cod. Bancario, después mi cuenta, el tipo de cuenta y finalmente el monto a retirar, pero ahora mi solicitud fue aceptada después de varios intentos ojala sea depositada mi dinero si no voy a volver a intentar

Dear Jonathan,

From now on, I’ll be taking care of your complaint.

I’m glad to hear there’s been some progress. I’m setting the timer for 7 days. Please keep us posted on any news regarding your withdrawal request. If there’s no news by September 17, 2021, we will intervene.

Ok, thanks, I'll be telling you about anything

Okey gracias estaré avisando ante cualquier cosa

Dear Jonathan,

Have there been any new developments regarding your case? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

If solved thank you very much

Si solucionado muchas gracias

Thank you, Jonathan, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru