Bets.io Casino - Player struggles with delayed verification process.

Hello,

So i played on this casino some time ago, i havent been in my country and wanted to bet again when i came to Macedonia.

They asked me to send them infomation for verification, they requested:

1. Id card

2. Document for proof of adress

3. Selfie

4. Proof of deposit from my account

I sent them all already and through email, i attached the whole conversation down.

Also the vricaition process was started on 17.10.2025 and the date i recived this last message saying that 30 days have pased is on 25.11.2025 so just 18 days have passed not 30 they have clearly violated their terms and conditions and i expect you to be real .

Also if you need more info i will send must make sure that this thiefs dont gate any more players.

I cant attach all the things down can i send all other on email?

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.

Dear Marioo,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To clarify the issue:

• Are you able to access the casino?
• Could you please let me know when exactly you sent the last required document?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any confirmation from the casino regarding the verification status of your documents?

If you already have any additional communication with the casino (this can include screenshots, emails, or chat records), feel free to send me all the documents to: [email protected] or post your screenshots directly to the thread.

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

Petra

Dear Marioo,

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.

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,
Petra
Casino.Guru