Elabet Casino - Player’s account suspended with funds trapped.

Hello, my account is suspended with my funds on it, and I am not getting any response.

Dear lucyBra,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Elabet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Best regards,

Tomas

I blocked it a week ago, before it wasn't suspended but I couldn't withdraw, they sent me an email telling me it was suspended, or asked for explanations but they don't respond, I played a few euros at the live casino, I never had any used bonus

Could you please share your communication with the casino related to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

hi, they just suspended my account, they say my account is suspended and that's it

Thank you very much, lucyBra, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear lucyBra, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Elabet Casino representative to join this conversation. 

Dear Elabet Casino, could you please provide more information about this case? 

Looking forward to your reply.

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 customer,

Thank you for reaching out.

As we have previously informed you on 19th of July, your account has been temporarily suspended until the verification is complete.

In order to complete the verification of your profile, we kindly ask you to provide us with the following:

- The history of transactions made in the last 3 months with all incoming and outgoing transactions visible.

- A Selfie (Self-portrait) with your identification document next to your face with our website visible in the background.

We understand the inconvenience that this request may create and we apologize, but our intent is to conduct the most appropriate Due Diligence possible in order to protect our Customers and the company.

We are awaiting your return.

Best regards,

Elabet team

dear elabet, I have already provided this documentation on July 21st via certified email, and I have not even received a response

Dear Elabet Casino,

thank you for the update.

Dear lucyBra, 

thank you for your message. Will you be able to resend all necessary documents to ElaBet Casino one more time, please?

do I send them again via certified email? I sent them more than two weeks ago via certified email which is an official mail. They cannot have not received them. If you want, I can provide proof of sending (they pretend not to have received them).

Dear lucyBra, 

please resend the required documents at your earliest convenience. Additionally, kindly keep us updated on whether you have sent them.

Thank you.

I sent them back to the casino

Dear lucyBra, 

thanks for the update.

Dear Elabet Casino,

Could you please confirm if you have received all necessary materials from LucyBra? Is there anything further you require?

in a week they will come out saying that they have not received the documents or with some other excuse they are a gang of thieves, I will put reviews EVERYWHERE

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 customer,

Thank you for your patience!Please be informed that, as we have informed you yesterday, some of the documents provided did not match the required criteria.

We kindly request you to re-submit the following:

- The history of transactions made in the last 3 months with all incoming and outgoing transactions visible in PDF format, downloaded directly from your online banking account in its original form.

- A Selfie (Self-portrait) with your identification document next to your face with our website visible in the background.

The photo that has been sent earlier did not include our website in the background.

Thank you in advance.

Best regards,

Elabet team

you have the transaction history, is that not enough for you? how can you force me to give you all my bank transactions of the last 3 months, where is the law and privacy here? why don't you say these things when people register?

Hello lucyBra,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

ok thanks, you're welcome, either you can help me or I still have to wait 6 months to send the formal notice, I was told

Dear Elabet Casino, thank you for your reply. 

Dear lucyBra, 

as per casino respond, you will need to send the required documentation to them. 

Please understand, that know your customer (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. 

lucyBra, please let us know whether the required paperwork was sent accordingly. 

Dear lucyBra,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I didn't understand so the documents I've been sending for 3 months were rejected? Why? What was wrong?

Dear lucyBra,

have you resend the required documents to casino, please?

no because as already underlined both to the casino and to you I don't know what is wrong with the numerous ones already provided

Dear lucyBra,

I understand that the KYC process can be frustrating, but it’s an essential part of ensuring the safety and legality of online transactions. Since online casinos can’t verify identities face-to-face, the KYC process helps prevent fraud and ensures compliance with regulatory standards.

Please follow the casino’s instructions carefully to complete the process. If you choose not to comply, we may not be able to assist further with your complaint. Keep us informed about your decision so we can best assist you moving forward.

Thank you for your understanding.

I don't understand, I can't ask what is wrong in the documents already provided? And if I can't, how do I correct the mistake made?

Dear lucyBra,

There are numerous reasons why your documents may not meet the casino's standards for acceptance. Issues such as photographs taken from a distance, illegible identification, and bank documents submitted in incorrect formats can contribute to this situation. While I am unable to ascertain the specific issues with your documents, I would be happy to assist you. If you could provide the required documents, I will evaluate them and offer suggestions for potential improvements. Please send them to my email katarina.d@casino.guru.

The casino specifically required:

- The history of transactions made in the last 3 months with all incoming and outgoing transactions visible.

- A Selfie (Self-portrait) with your identification document next to your face with our website visible in the background.

Looking forward to your email.

Dear lucyBra,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

"there are numerous reasons" as already communicated two weeks ago in my last elabet answer I would like to know what these reasons are specifically so that I can correct the error thanks

for example what is wrong with the bank statement provided? why are you asking me for it? instead what is wrong with the selfie?

casino guru do you find this request scandalous or appropriate to the situation?

I await your

Dear lucyBra,

This will be my final explanation regarding this matter. The Know Your Customer (KYC) verification process is crucial for any casino, as they lack the ability to meet customers in person. Consequently, they have developed alternative methods to ensure that funds are being directed to their rightful owners. One such method involves requesting the same documents multiple times to verify consistency and authenticity. I am uncertain if there were any issues with your documents, and we are unlikely to receive any feedback from the casino. However, it is worth noting that not providing valid documents to the casino upon request may raise suspicions. I will give you 3 more days to submit the required paperwork and if you decide not to collaborate, I will be forced to close this complaint as rejected.

you speak as if I had never sent a document to the casino, I sent two perfect selfies and several bank statements, unfortunately I do not understand your answer or rather it seems identical to the answer given to me by the casino itself which abuses the kwc to withhold my winnings, I thought casino guru was a free forum but unfortunately I fear I was wrong, all this will be testified on trust pilot and other competent forums

if you don't want to help me because I asked why the documents provided aren't good after spending 4 months sending photos of me with the document in hand and bank statements then say it immediately and close the complaint but don't come and tell me that after everything I sent the casino may still have doubts that I am actually me, I am available for a video call with my mother with you or with the casino to remove any doubts that elabet may have about my identity

Dear lucyBra,

in light of the reasons previously stated, this complaint will be formally rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.

Katarina