Reybets Casino - Player's account verification is delayed.

I am writing to provide the exact timeline and details of my issue, along with the supporting evidence/documents attached to this message.

Here is the chronological summary of what happened:

Date of Registration: May 4, 2026

Deposit & Bonus: I deposited $200 and received the first deposit bonus (Welcome Bonus).

Gameplay: I mainly played slots to fulfill the wagering requirements.

KYC Submission: On May 6, 2026, I submitted all the required identity verification (KYC) documents.

Current Issue: My KYC verification has still not been processed, and my account remains unverified.

Furthermore, I have reached out to the casino's support team multiple times via both live chat and email to ask about the status of my verification. However, I have received absolutely no response from them so far.

Thank you very much for your support.

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.

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 specify which documents you submitted to the casino for your KYC verification?
• Have you uploaded your documents in Japanese, or were you required to have them translated into English?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• When was the last time you tried contacting the casino regarding your verification? What was their response?
• Which slot games did you play with the active welcome 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

Dear Veronika,

Thank you for your response and for assisting me with this matter.

Here are the answers to your questions to help clarify my situation:

1. Submitted Documents for KYC: I submitted my Driver's License and a selfie where I am holding my Driver's License along with a handwritten memo that says "Reybets".

2. Language of the Documents: I uploaded the documents in Japanese. The casino did not specify or require me to have them translated into English at the time of submission.

3. Use of VPN / IP-Masking: No, I have not used any VPN or IP-masking software. I accessed the casino website using my regular, real location connection.

4. Last Contact and Response: The last time I attempted to contact them was on May 10, 2026. I sent an email inquiring why my KYC verification was taking so long and remained incomplete. However, I have received absolutely no response to that email. That was my final attempt, and the lack of communication has continued since then.

5. Slot Games Played: I played a few different slot games from Pragmatic Play, including "The Dog House Megaways", while the welcome bonus was active.

Please let me know if you need any further information or documents to proceed.

Best regards

Please forward me all the communication between you and the casino customer support regarding the verification of your account and the delay in processing your payment at veronika.f@casino.guru. Kindly include the documents that you sent to the casino for KYC as well. I appreciate your time and cooperation.

Dear Veronika,

Thank you for your update.

As I mentioned previously, there is actually no ongoing communication or conversation between the casino and me, because the casino has never responded to any of my inquiries. All I have are the multiple follow-up messages and emails that I sent from my side to ask about my KYC status.

As requested, I have just sent an email to your address (veronika.f@casino.guru) containing the following:

The copies/records of the emails I sent to the casino support.

The exact KYC identity documents that I uploaded to the casino website.

Please check your inbox and let me know if you receive them safely.

Best regards

Dear kopen06

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, Kubo (jakub.m@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 kopen06,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Reybets Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Reybets Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's verification.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Kubo,

Thank you for your follow-up.

After conducting a thorough review of our records, we would like to clarify the following:

1. No communication from the player

The player's statement claiming that they repeatedly contacted our support is incorrect.

We have thoroughly searched all of our communication channels, including our email archives and Live Support records, and there is absolutely no record of any email, support ticket, or live chat initiated by this player. Therefore, we cannot accept the claim that the player attempted to contact us multiple times without receiving a response.

Should Casino Guru require it, we are fully prepared to provide our communication logs for independent verification.

2. The submitted KYC documents did not comply with our verification requirements

The identity document submitted by the player was entirely in Japanese.

More importantly, our website clearly states in the KYC Verification section that all documents submitted for verification must be in English. This requirement is explicitly displayed to every user before documents are uploaded and forms part of our published verification procedure.

As a result, the KYC verification request was rejected in accordance with our published verification requirements.

Should Casino Guru consider it necessary, we are ready to provide:

* The player's submitted KYC documents;

* The relevant KYC verification logs; and

* Evidence from our website showing that the KYC Verification section explicitly requires all verification documents to be submitted in English.

Based on the objective evidence available, the player's allegations are not supported by the facts.

Kind regards,

Reybets Compliance Team

Dear Reybets Casino,

Thank you for your clarification.

The player has already provided us with his KYC documents, so there is no need for duplicate submission at this stage. As a standard next step, I would suggest that the player provides a certified English translation of the documents.

Could you please confirm whether such translated documents would be accepted?

Thank you.

Dear Kubo,

Thank you for your follow-up.

Unfortunately, we are unable to confirm in advance that a third-party translation would be accepted.

Our KYC procedure is based on reviewing original documents that our compliance team can verify directly. Since we cannot independently verify the accuracy or completeness of certified translations prepared by external parties, accepting such translations alone would not meet our internal compliance requirements.

Furthermore, an international passport is universally recognized as the primary identification document for cross-border verification purposes and is generally considered the most reliable document for resolving identity verification matters. For this reason, we expect players to provide documentation that can be directly reviewed by our compliance team without relying on third-party interpretations or translations.

This is precisely why our KYC Verification section clearly instructs players to submit verification documents in English. This requirement ensures that our compliance team can review the documents directly and consistently while maintaining the integrity of our KYC process.

The player did not comply with this requirement during the verification process, which is why the KYC verification was rejected.

Thank you for your understanding.

Kind regards,

Reybets Compliance Team

Dear Reybets Casino,

Thank you for the information.

Dear kopen06,

Could you please confirm whether you have a valid international passport that you could submit to the casino as an alternative verification document?

Thank you.

Dear Kubo,

Thank you for your message.

At the moment, I do not have a valid international passport. I am currently trying to obtain one, but due to my work and personal commitments, it may take some time before I can complete the application process and receive the passport.

In the meantime, I would like to ask whether there is any alternative method of verification that Reybets would be willing to accept. For example, if additional identity documents, a video verification, or any other reasonable verification procedure could satisfy their compliance requirements, I would be happy to cooperate.

I have always been willing to complete the verification process and have never refused to provide documents. My only concern is that obtaining a passport is not something that can be done immediately, and I would appreciate it if the casino could consider a practical alternative rather than requiring me to wait until a passport is issued.

Thank you for your assistance, and I look forward to your response.

Dear kopen06,

I understand your position. However, I am afraid there does not appear to be any viable alternative in this case.

The video verification would also involve reviewing your identification documents. Since you would only be able to present the same documents already submitted in Japanese, this would not resolve the issue.

Could you please clarify approximately how long it would take you to obtain an international passport?

Thank you.

Dear Kubo,

Thank you for your reply.

I have already started preparing to obtain an international passport. However, due to my current work schedule and other commitments, I expect it may take approximately one month before I can complete the application process and receive the passport.

I am willing to cooperate fully with the verification process, and I will submit my passport as soon as I receive it.

In the meantime, I would appreciate it if Reybets could keep my account and verification request open until then, rather than rejecting or closing my account while I am actively working to provide the requested document.

Thank you again for your understanding and assistance.

Dear kopen06,

Thank you for your reponse.

While I understand your situation, we cannot keep the complaint open for a month - or possibly longer - without any progress. The casino also has certain timeframes associated with the KYC process. If you expected to receive your passport within a week, we would, of course, be willing to wait.

Since the only issue preventing you from completing the casino’s verification process is that you do not currently have an international passport, we are unable to assist you further at this stage. Completing the KYC process is now entirely in your hands.

Therefore, I will proceed with closing this complaint as rejected. Once you receive your international passport, you may request that the complaint be reopened if further assistance is still required.

Thank you for your understanding, and I wish you all the best.

If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo

Hello everyone,

We have reopened this complaint at the request of kopen06. We would like to give this case one more chance to be resolved and help both parties reach a satisfactory conclusion.

Dear Reybets Casino,

The player contacted us claiming that he has now obtained a valid international passport and is able to complete the verification process. Since the lack of a document in English was the only obstacle preventing him from proceeding with the verification, I would kindly ask whether you could allow him to submit the new document and complete the process.

Thank you.

Dear Kubo,

We would like to clarify that we have not received any email, document, or new verification submission from the player.

Furthermore, casinos cannot reasonably be expected to keep a KYC case open indefinitely while waiting for a player to obtain the required documents. The player was clearly informed of the applicable verification requirements and was given sufficient time to complete the process but failed to do so within the permitted timeframe.

Obtaining a valid document several months later does not invalidate the original decision or create an obligation for us to reopen a verification process that was already closed in accordance with our rules.

For these reasons, our decision remains unchanged. We will no longer monitor or engage in further correspondence regarding this matter. This constitutes our final statement on the case.

Kind regards,

Reybets Casino

Dear kopen06,

I understand that you expected to be allowed to continue the verification process once you obtained a passport, and I appreciate that personal circumstances may have made obtaining it sooner difficult.

However, KYC is governed by strict requirements. You were informed what document was needed and had a reasonable opportunity to provide it, but the verification was not completed within that time. When the complaint was reopened, the passport was also not submitted to the casino.

For these reasons, I must agree with the casino’s position. The responsibility for completing verification in time rested with you, and we cannot hold the casino responsible for the resulting loss of access to the account or the claimed funds.

In future, I strongly recommend carefully following the casino’s verification instructions and providing the requested documents as soon as possible to avoid similar issues.

I will therefore close this complaint as rejected. Thank you for your understanding.

Best regards,

Kubo

We’ve reopened this complaint at the request of kopen06. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player informed us that they have obtained the passport. The verification process could therefore be resumed.

Dear all,

My name is Michal, and I have taken over this complaint as Kubo is currently unavailable to continue handling the case.

Having reviewed the available information, I understand that the player’s verification could not be completed because they were unable to provide the requested documents in an acceptable format. The player has since obtained a passport, which should meet the document requirements.

Dear kopen06,

Kindly forward me pictures of your passport and a selfie of yourself how you hold your passport next to your face.

Please read our recommendations on How to take selfies.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

- Do not edit the image in any way

- The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

And forward me a clear, easily readable, and well-lit selfie of you holding your ID next to your face. Please make sure the information on your ID is clearly readable without any blurriness and send the pictures to me at michal.k@casino.guru for my independent review.

Dear Casino Guru Team,

We find your handling of this case increasingly inconsistent and difficult to understand.

First, you criticised our requirement to complete KYC within three business days and stated that players should be given 28 days. We waited those 28 days, yet the player submitted no documents. Now, you expect us to accept documents from a player who has failed to submit them for four months.

Please stop reopening this matter and prolonging the discussion. We have repeatedly stated that the case is closed on our side. Throughout this period, the player has not contacted Reybets directly.

The player holds an account with Reybets. Why is Casino Guru expecting its own preferred deadlines to replace our verification requirements? Which standards are we being asked to follow when your position keeps changing?

Casino Guru’s contradictory approach, together with differing expectations from individual moderators, has seriously undermined our confidence in your complaint resolution process.

Our position remains unchanged: this case is closed. Please do not reopen it or contact us again regarding the same matter.

Regards,

Reybets Team

Dear Michal,

Thank you for taking over my complaint and for giving me the opportunity to proceed with the verification process.

As requested, I have just sent an email to [michal.k@casino.guru] containing the requested documents, including:

・Clear pictures of my valid passport; and

・A clear selfie of myself holding the passport next to my face.

I have followed the provided instructions and made sure that the passport details and my face are clearly visible and readable.

Could you please confirm once you have received the email and attachments successfully?

I am fully prepared to cooperate with any further reasonable verification requirements so that the KYC process with Reybets can finally be completed.

Thank you very much for your assistance.

Dear Reybets Team,

Thank you for your response. I understand your concerns regarding the repeated reopening of this complaint and would like to clarify the purpose of my involvement.

The latest reopening was primarily intended to explore whether there might be an opportunity to resume verification now that the player had obtained a passport. My intention was to establish whether a mutually acceptable solution remained possible, while recognising that any renewed verification would require your agreement.

I understand and acknowledge your applicable written verification rules, as well as your position regarding the considerable time that elapsed before the player obtained the required document. The reopening was not intended to override those rules or suggest that you were obliged to make an exception.

Having considered the overall circumstances and your final position, I will now close the complaint as rejected and bring our handling of this matter to a definitive conclusion.

I regret any uncertainty caused by the previous communication and appreciate the time you have devoted to explaining your position.

Dear kopen06,

After reviewing the overall circumstances once more, I regret to inform you that I am unable to uphold your complaint and will close it as rejected.

I acknowledge that you submitted verification documents on May 6 and subsequently obtained a passport to meet the casino’s English-language requirements. I also appreciate your willingness to cooperate and understand that your personal and work commitments made obtaining the passport sooner difficult.

The purpose of reopening your complaint was to explore whether the casino might be willing to renew the verification process and accept your newly obtained document. However, reopening the complaint did not create an obligation for the casino to do so or override its applicable written verification rules.

During the earlier handling of your complaint, the need for an acceptable English-language document was explained, and you confirmed that you understood this requirement. Although you initially expected to obtain a passport within approximately one month, it ultimately became available only after several months after your original submission. Considering this significant delay, I cannot reasonably insist that the casino make an exception to its verification timeframe.

I understand that reopening the complaint at your request may have raised your expectations of another opportunity to complete verification. The purpose was to explore whether the casino might be willing to resume the process, but reopening could not guarantee its agreement.

While I have considered your concerns regarding the displayed document status, these do not change the central issue of the required replacement document not being available within a reasonable period.

Having considered the overall circumstances, this is our final conclusion, and the complaint will now be permanently closed as rejected.

In future, we strongly recommend carefully following the casino’s verification instructions and providing the requested documents as soon as possible to avoid similar issues.

Best regards,

Michal

Casino Guru