Casabet.io Casino - Player's account verification is delayed.

I have an account at casabet casino, I have made several deposits but no withdrawals, so I had not identified my account. Today I won 11,129 euros at the casino and went to do identification because it would not let me make a withdrawal, so I uploaded all the information and it does not pass the identification to the identity and the residential address. I have uploaded the identity many times in very good resolution and the diploma is an old type, not a card, the diploma and the identity are not the new ones but it is legal and has not expired yet and I have recently uploaded it to two other casinos and identification was done without any problem, as for their proof of residence I uploaded a phone bill and the identification did not happen and then I uploaded the tax return and it did not happen again. Why they do not pass me the identity I do not know but I believe that for the residential address it may be because on the paper it says MARTINOS in Greek where I come from while they asked for Latin characters and I wrote MARTINO. I have never had any problems with identification with any casino and I don't know if this is happening so that I don't get my winnings. Thank you and I look forward to your help.

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Dear kostis2209,

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.

• Could you please confirm all the verification documents you have already provided and when exactly you sent the last one?
• Have you received any specific error messages or feedback regarding the documents you submitted?
• Can you confirm if the personal details on your documents match the information on your casino 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

Petra

The identification was accepted yesterday and they are still asking me to send a photo of my card with some details covered so that the withdrawal can proceed. I will let you know if there is any problem in the future.

Thank you for the update and the information regarding the verification process.

• Are there any new developments regarding the verification status, or is the process still ongoing and pending completion on your side?
• If there are no further issues, may I mark this complaint as resolved in the system?

Please let me know.

Thank you again for your cooperation.

Everything is fine, I've made 2 withdrawals of 500 euros and the money has been deposited. I think everything will go well.

Dear kostis2209,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petra

Casino.Guru