The player from Italy has her Elabet account blocked since registration with a €500 balance and faces continuous requests for documents that have not led to unblocking her account. She consistently provides new photos and documents, but they are repeatedly refused.
Elabet Casino - Player's account remains closed and unresponsive.
Closed
Our verdict
Player stopped responding
Amount: €500
Elabet Casino
Safety Index 8.1 HighCase summary
Discussion
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1 month ago
Translation
A few months ago, my Elabet account was blocked immediately after registering with a balance of €500. From there, the longest process began, with endless requests for documents, which they still ask for today. I've always provided new photos and documents as needed, but for one reason or another, they've consistently refused and asked for more. The site has no intention of unblocking my gaming account.
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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
Dear Wabisabi79,
Thank you very much for submitting your complaint.
To help me better understand your case, could you please answer the following questions?
- Did you accumulate your winnings by playing casino games, sports betting, or both?
- Was €500 the full balance that remained on your account before it was blocked?
- Did the casino communicate the reason for blocking your account?
- Could you please clarify approximately when your account was blocked?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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1 month ago
TranslationThey weren't winnings, but simply the deposit I played through once and attempted to withdraw, which I played through again at the casino. I signed up with their welcome promotion at the casino and didn't even claim the bonus. I wasn't informed of the block, but was simply asked for endless documents for withdrawals, which I promptly sent each time. The account has been blocked since September 4, 2025.
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3 weeks ago
Dear seleniamicco,
Could you please clarify whether you are still currently in communication with the casino regarding the verification and the return of your funds?
- When was the last time the casino contacted you or requested an additional document?
- Are you still actively submitting the requested documents, or did the communication with the casino stop at some point?
- If possible, please forward or attach your most recent communication with the casino regarding the verification or your €500 balance.
Thank you,
Karla M.
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3 weeks ago
TranslationI'm still in contact with the bookshop because I occasionally try to send the requested selfie. The last contact was a few days ago, with the usual refusal and a request for a selfie.
Dear Selenia,
Thank you for contacting our Customer Support Team.
Hereby,
We kindly inform you that the previous screenshots do not comply with what is requested and indicated. Please send us the requested information, along with your identification documents and a screen (PC or smartphone, with our website clearly visible).
These details are required to complete your request and carry out the necessary checks.
If you have any further questions or requests, please do not hesitate to contact us via Live Chat or email. support@Elabet.IT
Best regards.
The Elabet.IT team
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2 weeks ago
Dear seleniamicco,
Thank you for your clarification.
Could you please provide screenshots showing the verification requests and the rejection of the selfies or documents you submitted, particularly the most recent ones?
I would also kindly ask you to resend to me the relevant emails you exchanged with Elabet Casino regarding the verification of your account and your €500 balance.
You can send the emails and screenshots to karla.m@casino.guru or attach the screenshots directly here in the complaint thread.
Thank you very much for your cooperation.
Karla M.
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1 week ago
Dear seleniamicco,
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 days 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,
Karla
Casino.Guru
