The player from Germany had completed all required verification steps, including submitting an ID and a selfie, but was unable to withdraw his €1,800 winnings from 30bet due to ongoing processing delays. The issue was resolved after several communications with the casino, which led to the verification being completed and the winnings being paid out. The Complaints Team marked the complaint as 'resolved' in their system, confirming the player's cooperation throughout the process.
30 Bet Casino - Player's withdrawal is delayed due to unfinished verification.
Amount: €1,800
30 Bet Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello, I signed up at 30bet. After registering, I deposited €50 without a bonus. They asked for my ID and proof of address for verification. These were processed and reviewed right away. Now, when I wanted to withdraw, they asked for a selfie with my ID, which I also submitted immediately. Up to now, nothing has happened. I can't withdraw anything. In sports betting, I made €1800 with live bets, and I'm being told that the verification is still being processed.
Automatic translation:
Public
Public
2 months ago
Dear Egien,
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.
Could you please specify when exactly you submitted the selfie with your ID to the casino?
Have you been requested to submit any other documents in the meantime?
When was the last time you communicated with the casino regarding your verification?
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,
Veronika
Public
Public
2 months ago
Translation
Please close the case was verified and also paid out after several email traffic
Automatic translation:
Public
Public
2 months ago
Dear Egien,
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 Fritz
Casino.Guru
