31bet Casino - Player’s account verification is delayed.

The verification process has been ongoing since december 11! I have sent many documents, including very invasive things such as a video selfie verification with my passport and a piece of paper with my username etc.

After having passed all other steps of verification, that video was the last thing I was required to send. I sent it on december 18 and have not received an update since!

Dear basedschalke,

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 advise which documents you have already provided except for the video recording? Have the rest of your documents been approved?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

I sent my first documents around december 8th I think. My passport (proof of identity) and bank statement (proof of address) were accepted pretty quickly. On december 10th, I tried making a withdraw which was rejected. I got an email on december 11th saying that I needed to provide more documents : a video selfie with my passport and a proof of deposit (document showing my name, date of deposit and method used).

I sent those documents on december 18th as I was away from home at a cottage with some friends for a week and didn't have access to my passport.

I got an email from their KYC team on december 26 saying : "We will update you about the video verification shortly". I have not received an update since then.

Dear user, we apologize for the inconvenience.

You verification has been completed and the confirmation email must have been also sent to you.

The account is verified and you can proceed with your activities.

If you have any issues, please do not hesitate to contact us via KYC email.

Hello,

I have checked my email including my junk folder and I have not received that email. But thank you for the quick response.

I will try to withdraw my funds now and will ask casino guru to close the case once all my funds are withdrawn.

Update : My withdraw request was rejected AGAIN even though the representative here told me my account was fully verified. I don't know what's happening anymore

Update : I have been asked to provide proof of my Interac deposit to the casino. I have already sent these documents on december 18 so I don't understand this mix up, they should have been verified already. I have forwarded that email to them again.

Hello everyone,

Thank you both for your replies.

basedschalke, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

I am pleased to say that my funds have been fully withdraw. Thank you for the help, you can close this case.

Dear basedschalke,

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, 

Kristina

Casino.Guru