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

I've played before at this casino and after some withdraws I think they limited the rTp for my account as most of the game were not even giving back 80% of the money I have played with. Because of that, I stopped playing there for a several months. However, two weeks ago I decided to try again and deposited 40 BGN with a Virtual Debit Card from Phyre app (like Revolut). I won 400 on pragmatic games and decided to make a withdraw and there started the problems. They wanted to verify the new card by sending them a picture of its face. But because it is virtual, the only option Is to take a screenshot of it, however the app does't allow taking screenshots in the page that shows the cards, so then I told them it is not possible. They Said to contact phyre. Phyre issued me a document that shows the transaction to Efbet, part of the card number, my names, their company (Paynetics) , their employee signature and a company stamp. I sent that document to efbet and after 4 days I got the same message as the first one - to send them a picture of the card face. I explained them again it is not possible and they told me that this document doesn't show my names which is not true! Then I decided to take a picture of my phones screen with another device while the virtual card is opened in the app. I sent them this and then after two more days, I got a new message from them asking me to take a screenshot of the transaction. I did this as well, sent it to them, waited 2 days and got a new message - ASKING FOR A PICTURE OF MY CARDS FACE. Isn't this not serious? I know they pay you to list them on this website and to give them such a big rating but please, this way you scam more people. Everyone in bulgaria knows about their scam practices. The games are even hacked and they can manipulate the RTP. Just look into their website and you'll see that the games are hosted on their own servers.

Because of this situations, they got on my nerves and I told them I want to delete my account and they said that this is not possible and they wont do it. Which serious casino desn't allow its players to delete their accounts if they want?!?!

I can provide you with screenshots of their emails and all the information you need.

Would be happy if you do something about these scammers.

Dear grigorp1,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Hello! Thanks for the fast reply. Unfortunately, I already played the winning, just for fun, as they told that it is not possible to verify my account if I don't send them a Picture of the card. However, As I said before, it is a virtual debit card, issued from an app (Phyre), which is a Digital Wallet, just like Revolut. The problem is that the app doesn't allow taking screenshots when you are on the screen with the cards you own, so it is literally impossible to send them a picture of it. I've tried by sending them a picture of my phone while the app was open and the card was visible, taken with another device, but they didn't accept it. I've also tried to send them an official document, issued by the company behind Phyre, that was showing the first digits of the card and the last digits, my First and Last name, and information about the transaction made by me to Efbet, which was only one with this card, but they didn't accept that too, although they told me that they would accept it in a live chat I had with one of their employees, before sending them this document. I can even send it to you, if you want, to see that it is fully legit and the only way to verify that I am the owner of the card, according to Phyre's employees, which I contacted for assistance in my case (However, I need it to be hidden from other visitors of CasinoGuru who can see this case, because of my personal details in it).

The case is that they would not accept the only way to verify this card. Please, make note that I've been previously verified there, but when I had this bigger winning and when I decided to withdraw it, they requested the new verification, which can't be completed.

Because of this unacceptable behaviour from Efbet, I asked them to close my account, but they said that they don't offer this service and it is not possible. So because of that, I set a limit for deposits to my account- only 10 BGN per year, In case I get crazy and decide to play again on their website.

Note that their physical casinos aren't that bad, but their online casino - ugh, it is a real disaster...

Thank you very much, grigorp1, for your reply.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.