Efbet Casino - Player’s struggling to complete account verification.

I want to make an inquiry and not a complaint, and I decided to turn to the complaints department on this issue.

I don't play in the casino at https://www.efbet.com/ but I still sent a color copy of my ID in the summer of 2020. and my account has been verified. On 31.10.20 I make a deposit with a card to which I send a color copy for verification. On 07.12.20 I make a deposit with another card to which I send a color copy for verification. On the same date I won the amount of BGN 220. and release the money to withdraw. But they refuse to draw me and want me to verify a card I don't even remember. I made a reference and it turned out that for the last 10 years. I have 1 more successful deposit made with a card on 13.05.2016. which I have obviously not verified. I renew all cards every 2 years and I have no information about this card.

Is it right for them to approve my cards and for my account to be verified, but to inform me when withdrawing that I have not verified the account?

Other online casinos where I play send me a message if I have used a new deposit method or the account has not been verified. I receive messages and reminders that I will not be able to receive payment if I do not take certain measures.

I do not claim any amount because after I found out that I would not receive payment, the money was played. I also sent an email asking what the verification options are but I don't get a response.

Can you tell me if there is an option in which the account can be verified? Or since I don't have any information about this card, should I consider my account blocked, locked or unusable?

thanks in advance

With respect

Николай

Dear DjDero,

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. None of the serious and licensed casinos takes KYC lightly.

Do I understand it correctly that uploading your old bank card seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Is this your first withdrawal attempt in this casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

As I wrote, I no longer claim a profit because after I saw that I would not be able to withdraw and I bet the profit.

1. The only obstacle is the old bank account. I have a total of 3 successful deposits with 3 different cards. 2 of them are validated as an identity document.

2 At this casino, this is my first withdrawal attempt. Like I said, I don't play there.

I had a similar problem in another online casino where the old bank card was not a problem. After verifying a new bank card, there were no problems with withdrawals.

Dear DjDero,

I’m afraid there’s not much we can do for you since you have played your funds. Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Thanks Petronela.

I had nowhere else to turn for account verification. They don't answer my live chat, email and phone. Which, in my opinion, is a complaint.

Close the complaint, I will look elsewhere to ask if this is right.

thanks

I’m sorry to hear about your problem but I’m afraid since you have played the funds, there is not much we can do for you.

I can only recommend sharing your experience on our Forum https://casino.guru/forum, where it will be accessible and visible for more players.

We’ve rejected this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.