The player from Greece is experiencing difficulties withdrawing her winnings due to ongoing verification. The player later confirmed that the verification was processed successfully, therefore we marked this complaint as resolved.
Bet365 Casino GR - Player’s struggling to complete account verification.
Amount: €1,140
Bet365 Casino GR
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good evening, I created an account with the above company a week ago. I sent my ID and mobile phone bill for my identification. At the same time I made a deposit of around 160 euros and today that I am sending you I have 1140 euros in my account after playing in their casino. I have sent a phone bill, an affidavit stating what my address is and my tax return E1 and they keep telling me that no document covers them, while they have suggested that I send the specific documents. I have read that several players are facing the same problem resulting in losing their money. I am very afraid that I will not be able to get my money.
Automatic translation:
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1 year ago
Dear itsmaryloo2,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that you are struggling to verify your home address? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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
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1 year ago
Translation
Good evening, I would like to inform you that finally my identification was successful!! I don't know what contributed to that. Thank you very much for your help and all your help with my problem!!
Automatic translation:
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1 year ago
Dear itsmaryloo2,
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,
Kristina
Casino.Guru
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