Ditobet Casino - The player struggles to verify her account.

Good afternoon! DITOBET Casino, pursuing its own selfish goals, deliberately delays the verification of my account, while holding 7227 (Seven thousand two hundred and twenty seven) US dollars.

I registered a casino account on May 21, 2022. Previously, there were successful withdrawals to my payment wallet.

On July 05, I sent some information to the casino (Name and surname, date of birth, residential address, contact phone number).

On July 06, I sent a selfie with a passport and a security code that the casino sent me via SMS.

For two weeks, I checked with the casino if the verification was completed?

On July 20, I received a message from the casino that in order to confirm my address of residence, the casino sent me an email with a security code to the address specified in my account.

I never received a letter from the casino.

On August 15, I applied to the casino with a request to give me the opportunity to confirm the address of residence in the specified casino in an alternative way, due to the martial law in my country and the unstable work of the mail.

I am aware of the importance of verifying my residential address and do not refuse to pass the verification!

On August 23, I again sent a message to the casino, but it, like the previous message, remained unanswered.

As of today, I have not received a message from the casino with a security code.

The casino also announced its intention to contact me by phone, but no one called me.

I kindly ask you to help me in passing the test. Thanks to.

Hello mar1ya,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Diobet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the last time the casino contacted you? Did you accumulate your balance with real money or did you use a bonus? When was the call suppose to happen? Did the casino ever offer you any alternate way to withdrawal or to finish the verification process?

Looking forward to your answer.

Regards,

Nick

Hello,

The last email from the casino was 23.09.2022.

The balance was replenished with real money.

The casino announced only the intention to contact by phone, the date of the call was not reported. Despite my requests to contact me on certain days, there was no call from the casino.

No alternative ways to complete the check were suggested.

Thank you mar1ya for all the information. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear mar1ya,

I've just reviewed your case and am very sorry that you came across such an issue. To help you resolve the problem, I will contact the casino.

I'd like to invite Ditobet Casino to join this conversation and participate in the investigation.

Dear Ditobet Casino,

Could you please provide us with any reason for the delayed verification of the player's account? Is it possible to make a phone call or find any other solution to verify the player's address?

I am looking forward to your response.

Thank you.

Best wishes,

Stefan

We would like to ask the Casino to reply to this complaint. 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’ which may negatively affect its rating.

Dear all,

The person who presents as Mariia:

• Initially, the provided mobile phone number was always off.
• Once we communicated via email that we are calling and the SIM card is off, it was switched on.
• We have been calling during the week, and over weekends, mornings and evenings (many call recordings are available, where nobody picks the phone), so the identity has never been verified.

Ditobet team.

Hello! Casino claims are not true. That my phone is always off is a lie! Naturally, the phone, like any technical device, has the ability to periodically discharge. But I try to keep an eye on it and constantly charge the phone.

Moreover, I state that I have not received any calls from the casino. Even if a casino representative called me at the moment when the phone was turned off, then when the phone was turned on, I would certainly receive an SMS about a missed call. But I didn't receive any SMS or calls.

I ask the casino to provide evidence of calls made to my phone number.

I am also ready to give the Guru my phone number for verification.

In addition, my phone number has already been successfully verified.

Please let me know if the phone call is a verification of my address?

Dear mar1ya,

I have talked to a casino representative, and they have provided me proof with multiple attempts to call you. They have also agreed to give it a try next week. In case you don't answer the phone calls, you won't pass the verification process. I hope you understand the situation. If you have any additional questions, feel free to contact me.

I am extending the timer by seven days for a casino to respond to this complaint.

Kind regards,

Stefan

Hello! Looking forward to the call from the casino. I understand the importance of the verification procedure and do not refuse it.

Hello! The representative of the casino bothered me yesterday, we talked, discussed my games in the casino. Please let me know if the verification of my account is now completed?

Dear mar1ya,

I have talked to a casino representative, and the casino has tried to call you multiple times. You haven't passed the verification process, as you did not answer any of the phone calls. Your casino account will be closed, and the complaint will be closed as "rejected". I understand this is not a satisfactory outcome for you, but there is nothing we can do without your verification. Thank you for your understanding.

Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan