The player from Russia had won 3966 USDT but faced issues with withdrawal due to incomplete address verification. Despite providing multiple documents, including a passport, bank statement, and utility bills, the casino continued to reject them, leading to frustration after a month of communication. The Complaints Team had attempted to engage the casino for clarification on the document rejections but had not received a response. Consequently, the complaint was marked as 'unresolved,' with the player advised to consider contacting the regulatory authority for further assistance.
Caibo Casino - Player's withdrawal is delayed due to verification issues.
Black points: 1,310
Amount: 379,811 руб
Caibo Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.7
Caibo Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello,
I won 3966 USDT and requested a withdrawal. As expected, the casino asked for verification. I easily passed identity verification with my Russian passport, but they refuse to complete my address verification. I provided the following documents, but it was insufficient:
- Russian Federation passport with registration page
- Bank statement from my card showing my passport details and home address
- Extract from the home book from my city administration, listing all residents at my address, including myself, with an attached digital signature verifying the document's authenticity
- Utility bill in my mother's name. The apartment I live in is not mine, so the bills come in a relative's name with the same last name.
- Internet bill that includes my residential address
I've been communicating with the casino for about a month, and they keep saying the same thing. After a month, they even apologized and allowed me to submit the utility bill in my relative's name. However, they rejected it and are now asking for another utility bill. I responded that I do not have other types of utility bills as the payment is unified. They continue to demand a non-existent utility bill and are ignoring the other documents.
Attached in the confidential data section are the latest messages from them, as well as the utility bill. I cannot attach more than 5 files. I can send the entire correspondence and all documents from the list above if needed.
Automatic translation:
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2 months ago
Hello snoopmone19,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Caibo 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?
- Is only the utility bill not accepted?
- Why don't you own any kind of utility bill?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
Hello
- The verification process began on September 5. However, to be fair, I will say that the process was partly delayed because I literally received new documents in order to go through the verification process. I went to the city administration and requested a document on registration at my place of residence.
- All my documents are not accepted. Bank statement, electricity bill, extract from the house register are also not accepted
- I don't have a utility bill in my name because the apartment belongs to my mother. The bills come in her name. I managed to convince the casino to accept a bill in the name of a relative, but they are still not satisfied with a utility bill in my mother's name. As well as other documents.
- Today I talked to the casino. Our correspondence literally consists of me saying that I have no opportunity to receive a utility bill in a different format, because there is only one payment and it is unified with the entire list of services. They say that they understand me, but still demand the same thing
Automatic translation:
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1 month ago
Thank you snoopmone19 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Hi snoopmone19,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Caibo Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please, specify why the player's documents were not accepted. Were they provided in bad quality or in an incorrect format?
I'm looking forward to hearing from you. If you have any supporting evidence, please, send it to my email natalia.b@casino.guru
Kind regards,
Natalia
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1 month ago
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.
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1 month ago
Dear snoopmone19, despite our attempts to contact the casino, we haven't received a response. I'm afraid there is not much that can be achieved without cooperation from its side.
The casino operates under GCB license (check for more information). This regulator states it won't handle disputes between players and operators, however, you can still try to contact them here: https://www.gamingcontrolcuracao.org/contact
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,
Natalia
