The player from Germany faced ongoing issues with a repetitive verification process, where his documentation was accepted and then quickly rejected. He suspected this was a tactic to frustrate him into giving up on his payout, and he insisted on receiving his money while demanding the verification process be completed. We informed him about the importance and necessity of the KYC process and requested details about the documents he had provided. Due to the player's lack of response to our messages and reminders, the complaint was closed for the moment, with the option to reopen if he chose to resume communication.
Fonbet Casino - Player's withdrawal is delayed due to account verification issues.
Closed
Our verdict
Player stopped responding
Amount: €1,600
Fonbet Casino
Safety Index 6.3 Below averageCase summary
Discussion
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2 months ago
Translation
For days now, I've been asked to complete a verification process, which is initially accepted, only to be asked again minutes later. Each time, they request selfies and constantly throw around new requirements, all of which I fulfill, yet they keep accepting and then immediately rejecting them. I believe this is a deliberate scam designed to pressure customers into giving up on their money. No, I want my money paid out and I want the verification process finally completed, which is necessary to receive a payout. I won't tolerate this fraudulent tactic. Regardless of the cost, I'll pay my lawyer, even if it costs more than the payout amount. It's a matter of principle. Thank you.
Automatic translation:
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2 months 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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2 months 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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2 months ago
Dear mrmage1979,
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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1 month 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,
Attila
Casino.Guru
