The player from Italy is having difficulties with completing the verification. We did not receive any reply from the casino team, therefore the case was closed as 'unresolved'.
Dachbet Casino - Player’s struggling to complete KYC verification.
Black points: 306
Amount: €640
Dachbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
They asked me for an identity document, photo back and forth, Postepay Evolution photo back and forth, bill, and bank statement valid for 90 days ... the bills are in the name of my husband, the statement with Postepay Evolution is annual I sent that of December 2021 ... instead of the bill I sent an invoice with my name and address but I still have problems collecting it .. No, this is normal in other sites only the identity document is enough
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2 years ago
Dear Maria,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players.
Do I understand correctly that verifying your home address and the bank statement seems to be the obstacle standing between you and your winnings? Has the rest of your documents been approved?
Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
I have sent documents but still do not receive any response this is the photo of the account statement
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2 years ago
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They contacted me saying they closed my gaming account because my husband opened it too, but what excuses are these? Why can't I play besides him? They are just scammers
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2 years ago
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My gaming account is still open since my winnings have removed 230 € for what reason? We have two different accounts with two different Postepay I keep saying that they are just scammers
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2 years ago
Thank you very much for your reply, Maria. Could you please advise whether your husband passed the verification? Also, have you accumulated your winnings with or without an active bonus?
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2 years ago
Translation
My husband passed the check, but he didn't win anything! And after what happened he also closed the account! My winnings were without bonus
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2 years ago
Thank you very much Maria for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
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Yesterday they only gave me back the money I played and they closed my account, they didn't refund my winnings
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2 years ago
Hello Maria.
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
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2 years ago
We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear Maria.
I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it , you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
