The player from Italy had his account under verification for one year, with 1,013 euros inaccessible. Despite multiple emails and requests for updates, he continued to receive messages asking him to wait. The Complaints Team was unable to assist further due to the prolonged duration of the issue, which exceeded six months, making it a "cold case." The player was advised to contact the casino's licensing authority for further action.
Elabet Casino - Player’s account is delayed during verification.
Closed
Our verdict
Other
Amount: €1,013
Elabet Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Translation
Hello, I need help regarding my account, and it has been under verification for 1 year now, it has been blocked with 1,013 euros inside, after several emails in the last few months, I have always been told to wait... but at the end of the month and a year that it is under verification. I kindly ask you if you can do something, I have tried everything.
Automatic translation:
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9 months ago
Dear DanGab69,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Elabet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you have been a player at the casino?
- Do you have access to your account or has it been blocked?
- Have you made deposits in this online casino?
- Have any documents you submitted for verification been approved?
- Which documents have not been approved?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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9 months ago
Translationhi, I've been playing at casinos for a while, but on this site in particular it was the first time, before depositing I proceeded to send all the documents which were all verified with a verification email... I proceeded to deposit the sum of 1,000 euros and I played a bit on the slots and a bit at the casino... the day after playing, they sent me an email telling me that the account was being verified so I immediately turned to live assistance, they reassured me by telling me that it was a completely normal check and asked me to send the document of the card used to make the deposit again, I sent everything requested and waited for a good month but nothing to do, then I started to ask for information regarding this verification, and from there I always received the usual response that is that they apologize if the verification is taking longer than expected.... but now this story has been going on for more than a year... and nothing has moved, in addition to my dozens of emails sent and days spent in live assistance... thanks in advance for the help! good evening.
Automatic translation:
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9 months ago
Dear DanGab69,
Could you please share with me your recent communication with the casino regarding the issue? Be sure to include responses received from the casino. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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9 months ago
Thanks for your reply.
We’re sorry, but we won't be able to assist you with your request further. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.
I would recommend you contact the casino's licensing authority if you haven't done so already.
Please take advantage of our guide on how to submit a complaint to the regulator: https://casino.guru/submitting-complaints-to-regulators (available from the English version of our website)
Check our article on the Italian regulator with useful information here: https://casino.guru/licensing-authorities/italy-license
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
