Cirusbet Casino - Player's KYC verification and withdrawal delayed.

When i requested a withdrawal from their site, they said i needed to do KYC. I have submitted the documents for KYC on 18 December, 2023. the page then says wait for admin to check documents. however, no admin ever checks the documents and their live support never has any agents. their email support ignores the emails and when i request for withdrawal again it is denied stating i need to do kyc, which they never verify even though i have uploaded it. i have 50 euros as balance in litecoin which is around 0.75 litecoin now. please look into this as its been almost two months and their is no response from their side to my multiple efforts trying to reach to them. thanks.

Dear tdkrad,

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.

• Do I understand correctly that only your ID has been requested from you to verify your identity?
• Have you not provided any additional documents?
• Is the ID you submitted in the format described by the casino in their email to you?

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

Yes, only my ID was requested.

No, i did not submit additional documents as they did not ask for it.

Yes, they did state some conditions for the format which i followed- "In case you are sending us a copy of an ID card, we need a copy of both its front and back." this is what was asked and i did upload both sides.

Thank you very much, tdkrad, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear tdkrad,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Cirusbet Casino representative to join this conversation.

Dear Cirusbet Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

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.

Please note: after emailing their licensing authority I got my money back. Thanks.

Dear tdkrad,

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,

Mirka

Casino.Guru