The player from Canada had made two deposits and was later asked for 2 pieces of photo ID and a picture of the card used. Despite having sent these promptly, the player couldn't access her account even after four chats and was unable to play with her deposited $100. The player had provided all necessary documents for verification, but the process had taken longer than expected. After 6 days, the player had been able to access her account without receiving any notification from the casino. She had expressed dissatisfaction with the casino's customer service and stated she wouldn't use the site again. The complaint had been subsequently closed by the team.
Bet365 Casino Ontario - Player cannot access her funds due to a delayed verification.
Amount: Can$100
Bet365 Casino Ontario
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
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6 months ago
I opened my account then made 2 separate deposits. One from etranfer and the other my visa. After they accepted my deposits but during play I was kicked off and asked for 2 pieces of photo ID and a picture of the card I used. I submitted that within minutes and 24 hours later, 4 chats I can still not access my account. This is just to play with my money. It's not to process a withdrawal. I feel even with live chat it's bots as the answer is always the same generic answer. I want access to my money. I supplied everything, they confirmed it was received and yet refuse to verify my account and give me access to my $100. It's pathetic
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6 months ago
Dear Melissab,
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 and when exactly did you send the last one?
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,
Veronika
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
I have tried many different casinos so i know this process well. This has never taken so long, especially after them confirming they received my documents. I sent a picture of the visa card used for my second deposit, my Ontario driver's license both front and back, and my Canadian passport. All current. There is no need to hold up my account. The chat is the most unhelpful chat I've ever used!
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6 months ago
I have attached the screen shots from attempt 5 and I'm getting the same cut and paste answer. Please help me
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6 months ago
again no answers. It's been 70 hours since I submitted my documents. I have no idea what is to gain by not letting me use my own money. This is insane to me.
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6 months ago
As it has now been over 6 days since you submitted your documents, could you please provide an update on whether you have received any response from the casino regarding the verification of your account? Has your account been successfully verified?
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6 months ago
Finally randomly tried to log in and it worked. No email to provide the update. Horrible customer service. I used the money, won nothing. Will never use this site again.
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6 months ago
I'm sorry to hear that you lost all the money you deposited into the casino. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. Better luck next time!
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
