The player from Italy was facing issues with the casino, as her withdrawals were repeatedly cancelled and there was no response to her chat or email inquiries. Despite sending the required documents for verification multiple times, the verification process remained incomplete. She said all requested KYC documents were eventually accepted except proof of residence, which was rejected because it was not in English, and after verification was marked complete, every new withdrawal was still cancelled. We were unable to resolve the complaint because the casino had a repeated no-reaction pattern and did not respond to our attempts to contact it, so the case was closed as unresolved.
Casobet Casino - Player’s withdrawals are cancelled and verification is delayed.
Unresolved
Our verdict
No reaction policy
Black points: 155
Amount: €600
Casobet Casino
Safety Index 4.8 LowCase summary
Discussion
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1 month ago
Translation
This casino is not reliable, they don't respond on chat or email, I sent the requested documents for verification but still no verification, I tried 3 times to make withdrawals and they were cancelled
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1 month 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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1 month ago
Hello,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Attila
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1 month ago
TranslationI sent all the requested documents, identity card, proof of payment, proof of residence, photo with me and the document
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1 month ago
TranslationNow they have accepted all documents except proof of residence and a water bill, they always find excuses to prolong the process.
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1 month ago
TranslationYesterday they told me that the proof of residence was rejected because it is not in English, so they asked me to send a proof of residence in English...this is a press around
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1 month ago
Thank you for your reply. Could you please forward the rejected documents, along with any communication between you and the casino’s customer support?
You can send the information to my email address: attila.g@casino.guru.
Thank you very much for your patience and cooperation.
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1 month ago
TranslationToday I saw that the verification was completed, but they didn't notify me via email as I was promised. I tried to make a withdrawal again, but after an hour it was canceled. I contacted them via chat or email, but no one responded.
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3 weeks ago
Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
If possible, please attach a screenshot of your withdrawal history as well.
Thank you for your patience and cooperation.
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3 weeks ago
TranslationI made many withdrawals but all cancelled, I tried to talk to them but they don't respond on the chat or on the email
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2 weeks ago
Dear player,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Casobet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Casobet Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
