Cirusbet Casino - Player's account verification and withdrawal are indefinitely delayed.

I can't withdraw my money. They ask me with a automatic mail to verify my account. I uploaded my ID CARD my Passport and my Driver license but my verification stays in pending status for more than 3 Months. All my withdrawal requests canceled with the same excuse... (you have to verify your account) as you can see on screenshots i already sent everything but and waiting for an operator from cirusbet to review it. Live chat does not work and they do not respond to my mails (i already sent more than 10 emails). I do not believe you can do much because i am pretty sure that casino is fake and behind are some scammers. I did this because this casino should be marked as scam.

Hello aofsampali,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Circusbet 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? What do you mean by pending for 3 months as the screenshots showing that you have uploaded the documents in January? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I started to verify my account at 26/11/2023 there is no any communication with them. There is no answers to my mail. The only answer i take is an automatic mail wich inform me that my withdrawal request canceled because my account is not verified

Today They canceled my withdrawal request for one more time. My documents are still waiting an operator to review it. This is joke

Thank you aofsampali 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

Hi aofsampali,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Cirusbet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's verification? Have you received all the necessary documents and what were the reasons for rejecting the uploaded files?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I want to correct something. There is no rejected documents. All documents are in review status

Thank you for specifying this, aofsampali. Please, keep us updated as well if there'll be any change in the review of your documents.

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.

They will not answer...i am pretty sure

Today i get paid... You can close the case

Dear aofsampali,

Though the casino hasn't responded to your complaint, I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru

I guess my mail to their licence authority worked. Thank you