The player from Peru had complied with the casino's request for identity verification to withdraw his funds, but after two months, he had not received a response from the security department. As a result, he was unable to access his winnings. The player did not respond to further inquiries from the Complaints Team seeking clarification and updates on the situation. Consequently, the complaint was closed due to the lack of communication, with the option for the player to reopen it in the future if he chose to resume contact.
Betlabel Casino - Player's withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: 221 S/.
Betlabel Casino
Safety Index 7.0 Fresh casinoCase summary
Discussion
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3 months ago
Translation
I registered at this casino months ago, and at the beginning of this year I deposited money. When I tried to withdraw after using the deposited funds, they asked me to verify my account by requesting an identity document to be sent to their security department. I complied, but approximately two months have passed and I haven't received a response from the security department. Therefore, I still can't withdraw my money because my account hasn't been verified yet.
Automatic translation:
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Which identity documents did you submit to the casino?
- Did you send the requested documents on time and in the correct format? Has the casino confirmed that the documents were received and are currently under review?
- What games did you play at this casino to accumulate the winnings you are trying to withdraw?
- Did you accumulate these winnings with or without a bonus?
- When was the last time the casino communicated with you regarding the verification of your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Dear Ssmm7,
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.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
