1Bet Casino - Player is struggling to complete account verification.

Buongiorno, ho effettuato un prelievo 12 giorni fa, mi è stato chiesto di inviare i documenti per l’approvazione dell’account, ma nonostante questo il prelievo è stato annullato più volte e l’account mai verificato, ho mandato diversi messaggi all’assistenza e mi hanno detto una volta che la carta d’identità era su uno sfondo bianco, dopo che mancava l’iban (quando non era vero), dopo che non gli sono arrivati alcuni documenti e oggi per l’ennessima volta che non gli è arrivata nessuna email con i miei documenti. Come devo fare per avere i miei soldi, questa è una vera e propria presa in giro.

Dear Emaingro2,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Capisco che è molto importante come verifica, ma non mi viene mai detto se i documenti sono stati ricevuti, se manca qualcosa, o altro, anzi devo scrivere io alla chat di 1bet e ogni volta si inventano qualcosa

Thank you very much, Emaingro2, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Grazie, spero di vedere risolta anch’io la situazione

Hello Emaingro2,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1Bet Casino to join the conversation.

Dear 1Bet Casino,

Can you please provide more information regarding the player's verification issues? Do you require any additional documents from the player to finish the KYC process or what is the reason for the delay?

Ciao Michael, mi è stato rifiutato per l’ennesima volta il prelievo nonostante le mille volte che ho inviato i documenti, spero tu riesca a risolvere questa questione

Dear Michal, 

The reason for the withdrawal delay is the unfinished KYC process. Emaingro2 has failed to submit all the necessary documents required (the player asked multiple times, most recently on 18 February). 

Kind Regards, 

1Bet Casino Team 

Dear Emaingro2,

I've been informed by the casino that you have not yet provided all the required documents to be able to finish the KYC process. You have been notified about this by the casino via email, so I kindly ask you to provide all the documents. Can please forward the documents you have supposedly sent to the casino before to me as well at michal.k@casino.guru so that I can confirm you have really sent them to the casino?

inviati i documenti per l’ennesima volta e inoltrati anche all’email da te fornita Michal, se manca qualcosa fammi sapere, grazie

Thank you, Emaingro2. I have received your email and documents successfully. Hopefully, the 1Bet Casino Team will receive them successfully as well.

Michal mi confermi che i documenti sono giusti e buoni per il procedimento KYC?

Dear Emaingro2,

The documents I have received from you so far should have been acceptable, but additional documents are still needed as I mentioned in the email I sent you and as the casino has requested as well. Once all the required documents are received by the casino and approved I believe the KYC process could be finished successfully.

Non capisco quale documento manca, mi hai detto che la foto non si vede ma i pdf si, ma io ti ho inviato solo file pdf e nessuna foto

This is how I received your last email. The PDF is ok, I can open that, but the pictures or screenshots show an error when opening (weird)

Allora provo a inviare di nuovo tutto e mi dici come ti arriva

Thank you, Emaingro2. I have received your email and documents successfully. 

Dear 1Bet Casino Team,

Have you successfully received the documents from the player?

Ancora nessuna risposta dal casinó, nonostante anche tu Michal abbia ricevuto tutti i miei documenti in modo corretto.

Dear Emaingro2,

I'm in touch with 1Bet Casino Team, they have not received your email (strange) although I did. I have forwarded all your documents to the 1Bet Casino Team so this time they will receive them for sure. They will come back to me if they need anything else. We have to give them some time to check and verify the documents, so please be patient.

Dear Emaingro2,

We can confirm that your documents has been received and accepted. Your withdrawal is approved and you will receive it soon.

Best Regards,

1Bet Casino Team

Perfetto, ti ringrazio e spero di ricevere i soldi

Thank you for the response 1Bet Casino Team.

Dear Emaingro2,

I'm glad we could move with your complaint the right way, now that the withdrawal has been approved you should receive your winnings soon, please let me know when you do so and I will close this complaint as resolved.

Vincite finalmente ricevute, vi ringrazio tantissimo

Great news, Emaingro2. I'm glad to hear that you successfully received your winnings. I will now mark the complaint as 'resolved' in our system. 

I would like to thank both parties for their cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru