Bm.bet Casino - Player's KYC verification is repeatedly failing.

My KYC verification keeps failing no matter how many times I attempt it.

No matter how many times I submit it,

Dear hirokann0525, 

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? 

Have any of your documents been approved?

Has the casino explained what must be done in order for the documents that were rejected for verification to be approved?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear hirokann0525,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Still not good

I've submitted it multiple times

Thank you for your reply.

Please specify which documents you sent to the casino, and when exactly you sent them.

Also, kindly forward me the documents that have not yet been verified by the casino, along with all the communication that could be relevant for the investigation of your case at veronika.f@casino.guru.

Thank you for your patience and cooperation.

Authentication was successful

No withdrawal

I am glad to hear that your account has now been verified. Please let me know if there is anything else we can assist you with, or if this complaint might be closed.

Dear hirokann0525,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Still no withdrawal

Please continue to help

Please specify how much money you requested for withdrawal and when exactly. Ideally, send me the screenshot of your withdrawal history, showing your current withdrawal requests. Thank you for your cooperation.

12/30 300eur

Thank you for providing me with the screenshot.

Could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports only?

Also, did you accumulate your winnings with or without a bonus?

I think it was Baccarat (I can't see the history)

After waiting 20 days, I got the email today.

Already verified! Selfies too!

Thank you for your message. I am sorry to hear that your withdrawal was canceled. Could you please specify if you sent the casino the requested selfie with your ID and a piece of paper with the text "Hello, BM.bet Casino and the current date"? When sending a photograph for verification, please make sure that the photo is of high quality, that your face is fully visible and that the text on your ID and the piece of paper are easily readable.

I did!!

Only after the approval can you request a withdrawal! I was approved 20 days ago.

I'm tired of this so I'll take it to the offline high court. Thank you for your cooperation.

I'll let you know when the verdict is out.

Bullsbet Casino has fabricated the documents they submitted to you. The ruling was in my favor.

Am I correct in understanding that you would like us to close this complaint? Please note that we can continue the investigation and request the casino's assistance in resolving your issue if you prefer

Are you sure you want to close this complaint?

You can't finish it

Because the money hasn't been withdrawn

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you hirokann0525 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bm.bet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

I think they'll ask for a selfie!

Already submitted and approved!

Because of the delay in withdrawal

Already submitted to court

Dear Peter, 

We're sorry to hear that player has difficulties with the verification process on our site.

For successful verification, we asked player to provide us with a selfie with an ID and a piece of paper (in one hand) where we can see current date and name of our casino, against the background of which his casino account will be visible. We've notified player about that procedure, so after that we can check his selfie and if everything is correct we can verify him.

Feel free to ask us about any clarifications about this case.

I refuse

See you in court

Dear hirokann0525, we at Casino Guru act as mediators between casinos and players and cannot assist you if you choose to take the legal route. If you won't be cooperating with the casino we will unfortunately have to reject your complaint. Let us know how you would like to proceed before we do so. Thank you in advance!

I helped the casino!

The casino's requirements have already been met.

Please continue to support us

Dear hirokann0525,

Thank you for your response.

Unfortunately, we don't see your selfie which we've asked you about with current date, so for now we can't verify your profile. When you upload your photo on your profile, we ask you to contact our support team and notify us about that, so we can check it.

Hope for your cooperation.

Best regards,

Bm.bet Casino.

I approved it once

Why do they ask for a withdrawal again three weeks after I requested it?

Dear hirokann0525, please cooperate with the casino otherwise we will be forced to reject your complaint. Thank you in advance for your cooperation!

Peter, you are mistaken.

What the casinos want is selfies.

I have submitted this multiple times before requesting a withdrawal and it has been approved. This time they are asking for the exact same selfie.

If you want to request it again, it will take 2-3 business days after you request the withdrawal.

The casino made the request 20 business days later, which is clearly a case of delay.

Now let's say I submit it, get it verified, and then request a withdrawal again.

It takes about two weeks for approval, and four weeks from withdrawal request to completion. It takes about 2.5 weeks from the first withdrawal request.

It will take months.

I think CasinoGuru has a 2 week rule for withdrawal complaints. Don't be fooled.

This is clearly a delay in payment.

Thank you for your insight hirokann0525 however the two-week rule is the timeframe after which we start resolving complaints as delayed not after which we penalize casinos. As you can see the representative is responsive in the thread and has given you clear instructions on how to proceed. I would appreciate it if you could cooperate and provide the selfie as requested and if there is an issue afterwards we will start thinking about penalization for the casino. Thank you for your understanding!

I would be happy to provide you with a selfie as per your request

WRONG!!

This has already been submitted and approved.

Thank you for the update hirokann0525.

Dear Bm.bet Casino representative, has the player provided the requested selfie? Thank you in advance!

Dear hirokann0525,

Thank you for your patience and understanding during the verification process.

For a successful verification, we ask you to take a selfie with your ID and a piece of paper (in one hand) where we can see the current date and the name of our casino, with your game account in the background. 

Unfortunately, we were unable to verify the player using the previously provided selfies, as they were not taken according to the above requirements. 

We will happily verify you as soon as you provide a selfie that meets the requirements.

Kind regards,

Bm.bet Casino

The casino is lying

The casino has already verified it.

Also, I have asked for reshoots many times as necessary.

That's pretty vicious.

The trial is scheduled to take place on the 18th.

hirokann0525 as it is clear that your aim is to avoid cooperation we won't be assisting you further in this matter. Unfortunately, we at Casino.Guru, do not handle complaints related to legal disputes. While I understand your perspective, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.

Due to the aforementioned reasons, this complaint will now be rejected. 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.

Kind regards,

Peter