HomeComplaintsCirusbet Casino - Player's account verification delayed and non-responsive support.

Cirusbet Casino - Player's account verification delayed and non-responsive support.

Black points: 100

Amount: €60

Cirusbet Casino
Safety Index:Below average
Submitted: 29 May 2024 | Unresolved : 16 Jun 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

4 months ago

The player from Germany had been trying to get their account verified for over five months; however, the casino's support hadn't responded via email or chat, making withdrawal impossible. Despite providing all required documents, the player received repeated rejections for withdrawal due to unverified identity. We attempted to contact the casino multiple times but received no response. Consequently, the complaint was marked as 'unresolved' due to the casino's lack of cooperation. The player was advised to contact the Antillephone N.V. Gaming Authority for further assistance.

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5 months ago
Translation

No verification of documents, for over 5 months. Support also does not respond via email and chat even after 5 months. Therefore, withdrawal is impossible.

Automatic translation:
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5 months ago

Dear Zontaxy,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with the verification process and withdrawal from the online casino.

To help us better understand and address your issue, could you please provide some additional information?

  • Could you specify the exact dates when you submitted your documents for verification?
  • What types of documents did you submit for verification (e.g., ID, proof of address, payment method)?
  • Have you received any communication or updates from the casino regarding your verification status? If so, could you forward any relevant communication to petronela.k@casino.guru?
  • Have you tried contacting the casino’s support team via any other methods (e.g., phone, social media)?

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,

Petronela


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5 months ago
Translation

Hello,


all required documents were uploaded on December 18, 2023, some twice within the following weeks.


Documents submitted included: identity card (front/back) and proof of address.


Unfortunately, I never received a response to my emails. Whenever I attempted to make a withdrawal, I received an email saying that my withdrawal had been rejected and that I had to verify my identity before requesting a withdrawal.


Unfortunately, there was no other way to reach the support team. An email to the specified "parent company" was also unsuccessful; the email came back with a message from my provider that it could not be delivered.


Best regards,

Zontaxy/Bernhard Mebert

Automatic translation:
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5 months ago

Thank you very much, Zontaxy, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  


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5 months ago

Hello Zontaxy,


This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.


Now I would like to invite Cirusbet Casino representative to join this conversation and participate in the resolution of this complaint.


Kind regards,

Dominika

Casino.Guru

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4 months 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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4 months ago

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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 you contact the Antillephone N.V. Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.


Best regards,

Dominika

Casino.Guru

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