The player from Italy faced issues withdrawing 500 euros after depositing several thousand euros, despite having completed the KYC verification in December 2023. The casino had requested photos of old cards that he no longer possessed, prompting him to consider legal action if the verification was not passed. The Complaints Team assisted by facilitating communication between the player and the casino, leading to the eventual verification of the player's account and the successful payment of the winnings. The case was marked as resolved upon confirmation of the payment.
1Bet Casino - Player’s withdrawal is delayed due to KYC requirements.
Amount: €500
1Bet Casino
Safety Index:Very lowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
I deposited several thousand euros at this casino. My account was already verified in December 2023. Today, I requested a withdrawal of 500 euros, less than what I deposited, and they are asking for KYC verification. Moreover, they are asking for photos of old cards that I no longer possess, and since those accounts are already closed, I don’t know where to get them. It’s not fair to treat a regular customer this way. I will have to resort to legal action, and if they don’t pass my KYC verification, I will request all my deposits back. Please help me.
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1 month ago
Dear Angelomonti90,
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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. Moreover, prior to processing a withdrawal, the casinos check all payment methods that have been used for depositing to make sure that you are the rightful owner of all of them.
Could you please specify how many cards have you used for depositing at the casino? How many of these cards you no longer possess?
If you do not have some of these cards, I recommend visiting your bank and requesting a confirmation that these cards belonged to you and were expired or canceled.
Have all your other identity documents been verified?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
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I was told that the documents have been reviewed, but there is still no trace of the payment, it is still pending
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1 month ago
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I received another email, yesterday it was verified now they want more documents, among other things my account had already been verified twice, help me or I will proceed legally
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1 month ago
Please forward me all the communication between you and the casino that could be relevant to the investigation at veronika.l@casino.guru. Thank you.
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1 month ago
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Now they have verified the account, they made a mistake as it was already verified, now I am waiting for a payment of €500
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1 month ago
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Can you close the case the money has been paid thanks
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1 month ago
Dear Angelomonti90,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
