Bet1000 Casino - Player's withdrawal is delayed due to address verification issues.

Hello, on 07/11/2023 I decided to play in this institution, I was purely lucky the first time, I won back the bonus to the first deposit. Having contacted support, I found out what documents are needed to verify my identity, uploaded it and also warned the operator that the address in the passport is different from the address on the Sberbank statement (there was an old address). The documents passed the check, the cancellation of the payment began, the operator does not know the reason, and so for two days. Two days later I was told the cancellation was due to the address. I provided a new extract from Alfa Bank, where the address matched the passport. They said to expect a check while I was waiting, naturally I went to the site and purely by chance saw that support had changed my address of residence to the address of the bank's location and at the same time accused me that I allegedly did this. I think everyone knows perfectly well that when filling out a profile, further changes can only be made through support, and I also recorded a video showing that I cannot make changes myself. Today, 07/16/2023, the document has not been verified, there is no payment, why does the casino violate its own deadlines? The document was uploaded and the payment was made on 07/13/2023. And the most interesting thing is that support does not give back on the site, it always writes "all operators are busy", God forbid that they answer the mail once a day. I'm attaching screenshots. I beg you to sort it out.

Dear Anytka89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has the casino given you any approximate time period when your other bank account statement would be checked?

Could you please tell me what your current residence address in your player’s account is? Have you informed customer support about the mistake in your address?

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

Best regards

Veronika

Hello, 13.07. when I downloaded the statement from Alfa Bank, the support said there would be a check within 24 hours. Today 17.07. no answer from them.

At the moment, the profile contains the address of the location of Sberbank itself. I immediately reported this error to them, to which the support began to blame me, supposedly I corrected the address myself. But as you and I know that after filling out the profile, all changes can only be made through support. There are also screenshots, where the address is in the bank profile and all the screenshots of my correspondence with them.

I no longer know in what language to explain to them that my current address is like in the passport, they do not hear me. Today, once again, I gave explanations about the addresses. The Russian passport is the main document of a person in Russia and everything that is in it is valid! But when they wrote to me about some kind of IP address match, I was shocked. I ask you to help and that they provide full evidence of what kind of matches they found. Since I am an honest player and I have one account on this site. Sorry, but there is clearly a fact that the casino does not want and will not pay, they do everything so as not to pay the player.

I can say one thing, the casino will not pay out. They wrote to me that I provided them with 3 different documents with addresses, I presented a passport where the address coincided with Alfa and Sberbank (old address), while they said that I myself asked them to change. There are all the screenshots of the correspondence and it can be seen from them that I did not ask to change my address.

Unfortunately, even complaining won't help here.

I'm sorry, but I can't take it anymore. This is complete nonsense on the part of the casino. They just wrote to me that the withdrawal will be canceled for two reasons.

1. Addresses

2. That I allegedly set the output to two different crypto addresses.

I am attaching screenshots below, which show that I have one address on this site, I can’t invest everything because I exceeded the maximum number.

Could you please explain which three different documents they mean? I understand that a Sberbank statement had your old address, but on the passport and Alfa Bank statement is your current address.

What address have you written in your user profile when you opened your account in the casino?

When I registered, I indicated the address on my passport (this passport also matches the Alfa Bank statement). What is the third document, they did not give me an answer themselves, but simply turned off the chat.

It turns out the first document - Sberbank

Second document - Alfa Bank

The third document is a passport. But these are my documents that I uploaded. Which third document they mean, I don't know.

After that, I saw that the address was changed to the address of the place of the bank. And also in the chat they told me that I asked them to change, but how can a casino change the address to the location of the bank? Very stupid.

I also want to answer, I wrote in support to peacefully resolve the issue, the casino does not answer.

Thank you very much, Anytka89, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Anytka89,

I've just reviewed your case and am sorry to hear about the issue with your address. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Bet1000 Casino Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why you changed the player's address at her account without her asking that and it was changed to the physical address of her bank?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi everyone,

as mentioned by the player, she has provided an address in her profile not matching the address in the uploaded proof of address document. Furthermore, she uploaded different proof of address documents with different addresses.

However, we were now able to verify her address and have already processed her last withdrawal accordingly.

Kind regards

Thank you for the fast response, Bet1000 Casino.

Dear Anytka89, can you please confirm that your proof of address is now displayed as verified on the website and is correct in your profile? Can you also confirm the status of your withdrawal request as processed? Thank you.

Yes, I confirm.

Dear Anytka89,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your 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,

Natalia