The player from Portugal faced issues with account verification, as the casino repeatedly canceled his withdrawals despite approving all submitted documents. He experienced a lack of support from the casino's team and had never cashed out or used bonuses. The issue was resolved after the player marked the complaint as resolved, indicating satisfaction with the outcome. We acknowledged the cooperation and confirmation from the player, and the complaint was marked as 'Resolved' in our system.
MineBit Casino - Player’s withdrawals are being rejected.
Resolved
Our verdict
Case closed
Amount: €62
MineBit Casino
Safety Index 7.4 Fresh casinoCase summary
Discussion
Public
Public
1 year ago
Translation
This casino does not verify my account and cancels all my withdrawals even though I have sent them all the documents they ask for and they have approved them!
the casino asks for citizen card photos, selfie and proof of address. I sent all the documents and they were all approved by the team. However, even though all the documents have been approved and I haven't been asked for any other documents, my account is still unverified and all my withdrawals are immediately rejected.
there is no support from the support team as they do not reply to emails.
in case it's relevant, i've never cashed out through this casino and i've never played with bonuses.
Automatic translation:
Public
Public
1 year 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.
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please provide the exact date of your initial verification request?
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,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
1 year ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear guizinho8,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
