Bitubet Casino - Player's KYC verification process delayed.

Hello,i played and enjoyed a lot at this casino,before they requested KYC,at first kyc message they said that they requesting:- utility bill,

- bank/credit card statement,

- tax invoice or government-issued residential statement/certificate.

I sent them bank statement.After this,without any explanation,they changed rules and asked another documents,like Could you please provide us with a utility bill for a Proof of Address under your name, issued within the last 3 months? This can be:

- a water bill

- an electricity bill

- an internet bill.

I explained,that i am not an owner of the house,so i can not give them utility bill,and we dont have home phone also.They asked me to provide mobile phone statement.I gently agreed and tried to do it,but mobile operators at my country are ancient and even dont know what is this,so they have another document,that shows my address and my name on this document and this document names "confirmation of mobile number ownership" . I sent it to them,they didnt like it because quality was bad,i went to another one mobile operator,created new contract,asked for confirmation again,everything was readable,and i sent it to them yesterday.Today i have a new message,they changed rules again and asking for utility bill.Please help me to solve this unfair behaviour.I provided them more than they need,they dont want to pay,they know that i have no opportunity to provide utility bill because i am not an owner,thats why they had different PoA confirmations,not only utility bill.I see here saving money attempts.At screenshots you will see documents that i provided and bookmaker reaction at these documents.I had much more letters in conversation with this bookmaker,but i have limit on photos here,so i sent the most important

Hello traskmarios,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bitubet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

verification is ongoing from 3rd of june.My id approved and livecam verification.I spoke with casino couple hours ago,explaining,that their rejections without any explanations are unfair,and that i dont have my home to provide my utility bill at necessary address,also i said that i will complain to you,because its unfair to change verification rules every time and request from me documents,that i can not physically provide.

I spoke a lot with them before,sent them screenshots that my mobile operator doesnt provide mobile bill statements,also they asked to send them confirmation of mobile number ownership in PDF,i also said them that its impossible,because i got the document right in the mobile operator office in paper,and sent them conversation with operator.But this is not enough for them

I sent them mobile internet bill on my name too,now they are asking landlords utility bills,i find this illegal and against law,they are verificating me,not my landlord.At summary,i sent them bank statement,internet bill,mobile ownership confirmation and this is not enough to them.I ask you to influent on them and finish this verification,what they are requesting now is against law

Hello traskmarios,

Would it be possible to forward the communication and the documents you sent to the casino to nikolas.b@casino.guru? Didn't they by the landlord utility bill mean to forward like some kind of rent payments or a statement that you live there?

I sent 2 converstaions with them and all documents that i provided.They mean forward electricity and water bills from the owner of the house,i am not an owner,i am not even managing these bills.As a utility bill,they requested internet or phone bill.I made internet special for them ,so they will have utility bill,you will see it at conversation,and after this they are asking my landlord utility bill,which is not legal on my opinion,because this person has nothing common to my case

Hello traskmarios,

What e-mail did you use to forward it to me? I could not locate any mails from you.

traskm****@gmail.com

Thank you traskmarios for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear traskmarios,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bitubet Casino representative to join this conversation and participate in resolving this complaint.

Dear Bitubet Casino,

Could you comment on this?

Thank you in advance for providing the information.

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.

Dear traskmarios,

I have tried to contact the casino outside of the complaint thread one more time. I will extend the timer by an additional seven days.

Your patience is much appreciated.

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. 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 might 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 contact the Gaming Curacao Authority (complaints@gaming-curacao.com or via the 'Contact' button found on their website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru