CBet Casino - Player's winnings are stuck due to delayed verification.

Hello, I was playing at the cbet casino, it allowed me to deposit money which was 27000 pesos, I played with the deposited amount and won 95000. When I wanted to withdraw my winnings, it directed me to the verification page which I completed with my details, my ID number, and the corresponding photos. For some reason, I don't understand, this verification failed. I spoke to support and they informed me that they had created a ticket for me and that they were processing the account verification. It's been three days and I have not received the ticket or any updates.

Dear nicopacheco144, 

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? 

Could you please specify which of your documents have not been approved by the casino?

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

Dear nicopacheco144,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.