Betbord Casino - Player’s verification is delayed.

Hello esteemed Casino Azov,

I have a problem. On June 16, I made a deposit at your casino and began playing. During this time, I uploaded my documents in my profile for verification. When I won, I requested a withdrawal of $200 on June 17. The problem is that my documents have not been verified; they are still under review. There's no one in the chat; I try to reach out multiple times a day, but no one responds. I've written support emails, messaged on Telegram, and contacted them on Instagram. No one replies anywhere. Their support seems to be non-existent. Can you help me? I want to complete verification and withdraw my money.

Dear shevchemak,

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.

• Is your account currently accessible to you?
• Is the personal information on the documents identical to the information you entered in your player's profile?
• Could you please share a screenshot of your attempts to contact casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

I can log into my account. My account information matches the information in my documents. That’s not the point, I uploaded the documents and made a withdrawal, after 5 days I wrote to support and wanted to know how long I should wait for the withdrawal and verification of the documents. But then I was faced with the fact that no one answers me wherever I write. Namely, I wrote to support via email, chat, Instagram and telegram. They never answered me anywhere. I wrote in different languages, even when logged out I also wrote. All you have to do to understand this is write to them in the chat or on support. And all the questions will disappear. Thank you

Thank you very much, shevchemak, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear shevchemak,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betbord Casino representative to join this conversation.

Dear Betbord Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I 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,

Mirka