The player from Bulgaria faces issues withdrawing winnings of 3200 BGN after fulfilling multiple document requests, including a video verification. Despite submitting a correct video a month ago, she has not received any response from the casino, and customer support only provides vague assurances.
Efbet Casino - Player's withdrawal is delayed due to verification issues.
Amount: 3,200 лв
Efbet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 18h 5m 2s
Case summary
5 hours ago
Public
Public
14 hours ago
Good afternoon, I registered on the site a long time ago. I have always only played blackjack and have never used bonuses. I played for a long time without any problems, at first I was at a loss as I had made deposits worth 1500 BGN in total. After a while the money in my account became 3200 BGN. I requested a withdrawal and my problems started. They asked for various documents such as a bank statement, a selfie with an ID card, etc. Finally, they asked for a video of me holding my ID card up to my face, and then a laptop with their website open with the date and time visible. I made a video that they didn't like, then I made a video of me following the steps exactly. I sent it to them a month ago and I have no response, in their live chat they only tell me that they will contact me but it has been more than a month. I DON'T THINK THIS IS ILLEGAL AND NORMAL.
Public
Public
10 hours ago
Dear prodanovnanko,
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 of your documents have been approved during the KYC verification?
Which of your documents have not yet been approved?
When was the last time you communicated with the casino customer support?
What types of games did you play? Were they slots, live casino games, or did you bet on sports only?
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
Casino Guru is examining the case
