The player from France had won 2030 euros, but was facing communication issues with the casino. Despite having sent multiple documents for account verification/KYC, the casino had not responded. We had attempted to contact the casino multiple times but received no response. As the casino operated without a valid license and did not refer to any ADR service, there was no gaming authority to turn to. Therefore, we marked the complaint as 'unresolved' in our system. We advised the player to choose casinos based on their reviews and ratings in the future to avoid similar situations.
Anonym Bet Casino - Player struggles with verification and casino's unresponsiveness.
Black points: 348
Amount: €2,030
Anonym Bet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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8 months ago
I have sent 900euros in Litecoin, played some roulette and ended up with 2030 euros.
They are not answering any of my emails, especially for KYC/verifiying my account even though I have sent over 10 documents.
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8 months ago
Hello florentcurtet,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Anonym Bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Hello,
I opened this ticket early because of the 24/7 customer service availability that the casino pretends to have.
I have received an email asking me more documents. I sent them their way. I'm waiting now.
Thank you,
FC
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8 months ago
We have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Nick
