HomeComplaintsElabet Casino - Player's account is suspended due to delayed verification.

Elabet Casino - Player's account is suspended due to delayed verification.

Amount: €6,500

Elabet Casino
Safety Index:Fresh casino
Submitted: 27 May 2024 | Resolved : 03 Jul 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 months ago

The player from Italy had made multiple deposits at the casino, but had their account suspended for additional verification. They had provided all the necessary documents and had not received any response since May 22. They questioned why these verifications were requested only when they tried to withdraw and not during the deposit transaction. The issue was resolved after the player provided additional documentation, including proof of address and a certification regarding the use of a partner's card. The casino verified the account, and the player's withdrawal was processed successfully.

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5 months ago
Translation

Good morning,

I am reaching out for assistance regarding my current situation. I have recently registered, validated my account, and made multiple deposits totaling 800 euros.

On May 19th, I requested two withdrawals totaling 6500. However, they demanded additional verification and suspended my account. On May 22nd, I provided a number of documents to confirm my identity, account, cards, and residence. To date, I have not received any response. I understand that it's been barely over a week, but this amount is not to be taken lightly, and their silence is concerning, as there have been no reviews or feedback. What I cannot understand is why they conduct these checks only when a withdrawal is requested, rather than beforehand, such as before depositing a large sum on their site.

I seek your help in this matter,

many thanks

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5 months ago

Dear Blasco12902,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

  • Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela


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5 months ago
Translation

Thanks for the reply, I understand very well how important the verification process is, I don't understand why it took so long. I have not been informed whether there are problems or not, I am still waiting for them to reply after requesting the documents, I have tried to contact them several times but no response, the Live chat is never active, it always leads back to the email.

I would like to point out that I did not use any bonuses. I used my partner's card for the first two deposits and didn't win anything. Then I used my card and won, and then withdrew to it and via bank transfer. But I still attached both cards in the email and the bank account documents.

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5 months ago
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I finally managed to speak to an operator for Live chat, too bad it was completely useless. I asked if the verification is going well or not, if in case there was a specific problem or if they needed additional documentation.. He continued to answer me every question that I will receive a response from the relevant department by Friday... Somewhat disappointing, since it was already told to me last week in response to an email. Anyway I'll wait until Friday hoping it's the right time

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5 months ago

Hi Blasco12902,

Thank you for the update. Let's wait until Friday to see if there are any developments, and I'll check back with you next week.

Thank you.


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5 months ago
Translation

I've waited until now, no news.

So I tried to contact them via Live chat and explained to the operator that I had requested withdrawals for 12 days and my account has been suspended for 10 days, the same day they asked me for documentation which I immediately provided.

I attach the evasive, incoherent and completely unresponsive conversation that took place.

The conversation ended with the usual don't worry….


I ask for your help, apart from continuing to contact them to receive the usual "don't worry" once in five, I don't know what else to do

This is a significant sum, not to mention the usual ones I have paid into this "casino".

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5 months ago

Thank you very much, Blasco12902, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 in the near future.  


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5 months ago

Hello Blasco12902,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter matter.

We would like to invite Elabet Casino to join the conversation.


Dear Elabet Casino,

Could you please clarify why the player's verification has not finished yet? What additional if any documents are required to complete the verification process and facilitate the withdrawal?

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5 months ago
Translation

This morning I tried to contact them again and an operator told me he would send a reminder, better than usual, don't worry.

I hope that everything will be resolved with this complaint, without having to intervene otherwise. Thanks for your help so far!

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5 months ago
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it's really absurd, yesterday I tried to contact them again and an operator told me that he would contact me in the morning to give me feedback on the situation. Obviously nothing arrived!! They don't even bother to answer you!

To date, 17 days have passed since the withdrawal request and 14 since the requested documents were sent!!!!! All without a shred of response or explanation!

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5 months ago

Dear Blasco12902,

I understand your expectation for a prompt response from the casino team, but it's not always possible for them to reply immediately. They have a certain amount of time to respond. I have reached out to the casino team and am hopeful they will respond to me directly or in the complaint thread soon. I kindly ask for your patience in the meantime.

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5 months ago
Translation

I finally got a response from the casino!!!!! Having made the first deposits with my partner's prepaid card, they wanted her documentation and a declaration that the error will not be repeated. My mistake, which I hadn't given weight to, if I had known before I would have already provided them to him long ago. Hoping that the next response won't take another two weeks 🤞🏽

In the meantime, thank you

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5 months ago

Dear Blasco12902,

It is standard procedure within the industry for players to fund their accounts using their own registered payment method. The use of any third-party payment methods is not allowed.

You must ensure that any deposits made into your account are from a source that belongs to you personally. If a payment method not in your name is used, almost all casinos will deem any deposits invalid (and any winnings from said deposits null and void) until all required verifications have been successfully carried out. I really hope that it was just a mistake made by you and that it will not occur anymore. I trust the casino team will make an effort to clarify the situation, and once the verification ends successfully, the withdrawal will be processed the standard way.

I have my fingers crossed that a suitable resolution will be found.

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5 months ago
Translation

I hope it's not such a serious problem, having then used my card and withdrawn on it and via bank transfer. I made the mistake by initially having no balance on mine. I sent him both the certification that the error will not happen again, and a certification that my partner is aware that I used his method. Let's hope well🤞🏽

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4 months ago

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.

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4 months ago
Translation

It's useless, they don't intend to respond, they asked me for more documentation and never responded again. Live chat is active two days a week as usual.

I've sent everything, there's nothing else to check and yet they're still stalling. This morning I managed to speak to an operator who only gives answers on command

file

I didn't have time to save the previous conversation.

I doubt that they can really freeze an account with its balance without reason and for who knows how long.

I will have to file a complaint with AAMS, I don't know what else to do

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4 months ago

Dear all,

Thank you for reaching out!

Please be informed that the account of the customer is currently undergoing verification.

We would like to kindly ask the customer to provide us with a proof of address document in the form of household Utility Bill (gas/water/elec./internet etc.), Bank statement - (not an online or direct bank), or any government issued document (e.g residence confirmation) showing their name and the current address. Please note that the document should not be older than 90 days and in the original PDF file.

We are waiting for your reply.

Best regards,

Elabet team

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4 months ago
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The document has already been sent to you on June 14th, no older than 90 days and in original PDF format

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4 months ago
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I have attached the bank statement, which is only annual, a list of movements that is within ninety days, the completed and signed certificate that they gave me in common two weeks ago, finally I have already sent you an electricity bill twice. You are continuing to ask me for the same document ignoring the ones I sent you or without specifying what the problem is.

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4 months ago
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It's absurd and inconceivable!! They have been ignoring my documents for more than a week, I have attached bills to them 3/4 times and they completely ignore them! Then I sent them the list of card movements (requested by them as proof of deposit) and they refuse it as proof of residence!? But if they asked me, they don't even know what they're doing! Meanwhile, more than a month has passed!

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4 months ago

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.

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4 months ago
Translation

There's nothing to be done, they won't respond, we're in the sixth week, a month and a half. Having provided all the documents, repeatedly among other things, they still do not intend to verify the account. I have already contacted AAMS and my lawyer. I don't want to let myself be scammed like that. Even if they ever had to pay off (which I highly doubt) they would have to close even just for this reason, holding a balance for so much and bringing a player to such a level is already absurd in itself.

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4 months ago

Dear Blasco12902,

Although I can agree with you that the whole verification process could be much quicker, I too would like to see it successfully finished a long time ago, I must remind you that the whole unpleasant situation was caused because you used your partner's card for a deposit. If the casino team would strictly adhere to its rules, they could close your account without any further discussion. Luckily, they are willing to settle your issue/complaint.

I fully understand your frustration with the waiting, but without further information from the casino security team, we can't move on with your case. I have my fingers crossed that we will witness some progress soon.


Dear Elabet team, 

Can you please provide us with any time frame when the verification process is expected to finish so that the player's withdrawal can be processed?

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4 months ago
Translation

For having deposited with my partner's card I would like to point out that I have looked at the terms and conditions on the site several times and I have not found anything in this regard, although I am aware that it is generally a mistake I have made a mea culpa. Rather, I remember that I sent the certification they requested in this regard, filled out and signed, 20 days ago!

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4 months ago

Dear all,


Please be informed that the customer's account has been verified.The withdrawal of the customer will be processed shortly.


Thank you for your cooperation.


Best regards,

Elabet team

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4 months ago

Thank you for your response, Elabet team. I'm glad the player's verification has finally ended successfully.


Dear Blasco12902,

According to the Elabet team, your account has been verified and the withdrawal request will be processed soon. I hope you receive it quickly. Please inform me when the funds are deposited into your account.

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4 months ago
Translation

All resolved

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4 months ago

Great news, Blasco12902. I'm glad to hear that the situation has been clarified and you successfully received your winnings.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.


Thank you in advance for your time. 


Best regards,

Michal

Casino Guru

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