Reybets Casino - Player’s account has been closed without resolution.

On July 8, 2026, I made a deposit of $200 without using any bonus. I played Nile Fortune and won $3,800. Unfortunately, I was then unable to complete the verification of my account.

The casino rejected the bank statement I initially submitted because it was issued by Wise and was not considered a local bank statement or acceptable proof of address.

At the time, I mistakenly believed that I did not have a local bank statement showing the address registered on my account, as my bills and statements are divided between different addresses. I therefore explained in the live chat that I understood their requirement for a local document, but that I would need to update the address on my account in order to provide one.

They told me that changing the registered address was not possible. I explained that people are normally able to update their address or telephone number when their circumstances change, and that this is standard practice with companies and institutions worldwide. I accepted that they did not wish to approve the Wise statement, but I asked them to allow me to update my address so that I could submit an acceptable local document.

The representatives referred to various terms and conditions and continued to insist that changing the address was impossible. I then stated that, if the issue could not be resolved, I would first contact the affiliate manager and, if necessary, seek assistance from gambling forums and third parties such as Casino Guru.

Immediately after I mentioned this, my account was closed while I was still in the live chat, and the representatives stopped responding to me.

Shortly after the conversation, I discovered that I did in fact have a local bank statement showing the same address already registered on my casino account. I submitted this statement, but the casino did not reply and left me with no effective way to contact them or complete the verification process.

Before submitting this complaint, I also contacted the affiliate manager in an attempt to resolve the matter directly, but I did not receive any response.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify the issue you have been experiencing with your address during the KYC verification process at this casino? Did you provide your correct residential address in your casino profile? Are you able to provide a document issued in your name showing the same address you submitted to the casino?
• Which other identity documents have you provided to the casino for KYC verification? Were any of your documents reviewed and approved before your account was closed?
• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

1. Yes, I registered with the correct address, and I am able to provide a local bank statement as proof of address.
2. Yes, the front and back of my ID were approved. They also asked me to upload a photo of myself holding the ID together with a piece of paper showing the date and the name of the casino. I uploaded this as well, but I did not see any confirmation that it had been approved, so I am not certain about its status.
3. I played slots, specifically the Nile Fortune slot machine.
4. The winnings were obtained without using any bonus. No bonus was involved in the $200 deposit.

Please forward me all communication between you and the casino's customer support regarding the verification of your address, bank statement, and casino account to veronika.f@casino.guru. Kindly include the documents you most recently submitted to the casino as part of the KYC process as well.

Has the casino approved any of your documents in the meantime? Which documents are still pending verification?

Unfortunately, they have closed my account, so I am unable to provide the chat transcripts. However, I can provide the documents I submitted for verification, and I am now sending them to the email address provided.

Hello kishta,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear kishta

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Reybets Casino representative to join this conversation.

Dear Reybets Casino,

Could you please provide clarification regarding this case?

Thank you in advance.