Bollybet Casino - Player is struggling to complete KYC account verification.

I have uploaded my documents on 10th February but still my KYC Verification is not completed, i have mailed them regarding this but they are saying

" Please note that we have noticed a breach of the terms and conditions as listed on the Bollybet.com website. You may go through the same by visiting: https://www.bollybet.com/termsandconditions

Due to this breach the verification will take longer than usual, "

I asked them to mention the terms which i breached but they are replying the same above message again an again, also there live chat support is worst no agent come to talk.

I kindly ask casino guru to help in this matter.

Dear thesumansharma,

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.

Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format? Have you received any feedback from the casino since this message?

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 give my documents in correct form, I given my adhar card as ID card, but they should atleast have a time frame? They are not replying properly even in live chat no agent is coming, i online 2-3hrs in their chat box but no one come to chat, i tried so many time, and not giving the exact reason for the delay, i already attached the screenshot kindly have a look, they are not helping me,

Thank you very much, thesumansharma, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello thesumansharma,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Bollybet Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

They blocked my account, i don't know why they are saying i have created multiple accounts, i kindly request you to blocked my other account if you find i created and let me withdraw my money,

At the end i only want to say, if i have one account then why i create multiple accounts?

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 thesumansharma,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in 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.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint at the request of Bollybet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I am still waiting for the reply

Thank you for reaching out to us regarding your past experience with our KYC process.

After thoroughly reviewing your case, we regret to inform you that your account did not pass our KYC process. As we previously communicated, this decision is due to a breach of our terms and conditions. Specifically, our records indicate the creation of multiple accounts from the same IP address, which is a violation of our policy against maintaining more than one account per individual.

We understand that this may be disappointing news, and we want to assure you that our decision was made after careful consideration and review of the evidence. In adherence to our commitment to maintaining a fair and secure gaming environment, we have also provided Casino Guru with this evidence to ensure transparency and uphold the integrity of our operations.

We prioritize the safety and satisfaction of all our players. As such, we ensure that every player who abides by our rules and terms of service successfully completes the KYC process and receives their withdrawals promptly.

Why you guys not sending me the evidence directly?

Thank you for your response and your email with evidence, Bollybet Casino.

Dear thesumansharma,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to failing the KYC process and breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created close one after another from the same IP address and engaging in the same or very similar gameplay. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I understand your desire to receive the evidence as well, but it is quite an industry standard the casino doesn't share this information with the players as it could compromise the processes and it can be misused in the future to bypass these checks. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and the casino team's actions were according to its established rules.

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.

Best regards,

Michal

Casino Guru