Bet2U Casino - Player's struggling to pass the KYC.

Seit Januar soll ich eine Verifikation nach der anderen durchführen und jetzt heißt es Sekt einem Monat das sie auf eine rückmeldung meiner Skype Verifikation warten... einfach lächerlicher Verein der lügt und Betrügt. Chat sagt immer das eine Email an Support gesendet werden soll und seit einem Monat keine Antwort mehr

Dear Feisal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few days to complete the whole process, but I agree that a month should be more than enough.

Would you be so kind as to advise which documents you provided? Could you please confirm that you submitted all the required documents?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Ich habe erstmal Personalausweis Bankauskunft und Lohnabrechnung hochgeladen und ein paar Tage später bekam ich eine email das ich verifiziert bin. Anschließend sollte ich ein Selfie mit Personalausweis machen und danach bekam ich auch eine Email das ich vollständig verifiziert bin und der chat hat das bestätigt. Beim Versuch einer Auszahlung wurde diese storniert und ich bekam eine Nachricht für eine Skype Verifikation. Am selben Tag erledigt! Skype Verifikation beinhaltet sinnlose Fragen zu meinem spielverhalten usw. Und seit dem ist ein Monat vergangen. Bei jeder Anfrage heisst es das die Skype Verifizierung abgewartet wird. Ein direktes schreiben mit den Skype Leuten wird unterbunden mit der Begründung das eine Mail an den Support geschickt werden soll. Es heisst immer Support und es tut sich nix

Thank you very much Feisal for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello Feisal,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bet2U Casino to join the conversation and to aid in the resolution of this complaint.

Bet2U, can you please provide an update on the status of the player's verification?

Dear Customer,

Withdrawals from your account cannot be processed currently as your account has been placed under monitoring by our security department. Account monitoring is a standard procedure, the purpose of which is to ensure a safe and secure environment for all of our customers.

During the course of the monitoring procedure, we shall contact you via email regarding various updates and notifications.

Should any questions arise, please feel free to write to us again.

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Best Regards,

Bet2U Support team

Bet2u.com

support@bet2u.comEmail: support@bet2u.com© 2014 - 2020 bet2u.com

Dear Feisal,

There has been no response from the casino so far, I will attempt to contact them once more.

We would like to ask Bet2U Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Ich war gestern wieder im Chat und natürlich können sie mir nichts sagen...

Das ist einfach ein scheiß Verein

Dear Feisal,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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.

In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Please let me know if I can assist you with this, or how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards

Adam