ElitBet Casino - Player is experiencing verification issues with Elitbet.

Hello! I've been trying to verify my account and withdraw the sum for a week. I first attempted to withdraw cash with a verified account, but after my withdrawal, Elitbet de-verified it. I feel like Elitbet is mocking me. I sent them a picture of my personal ID card next to my face, along with a photo of the code they emailed me next to my face. Despite this, they did not verify my account with the ID card and code and are now asking for a passport or driver's license. I've never encountered such absurd requirements on any other site. I regret to say this is the first time I've witnessed such nonsense. The money is still in my account, but I am hesitant to even take the step of obtaining a passport and sending them copies, as I suspect they will yet again demand something else from me. It's ridiculous, especially since I initially tried to make a withdrawal. I am clueless as to what prompted them to de-verify my account with the personal card. Even after resending the information, they continue to deny me verification without providing any explanation. There seems to be no attention paid, no help, and were it possible, I would actively advocate for shutting them down for such deceptive practices. Thanks!

Dear Expourse, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have you received any explanation from the casino as to why your ID was not sufficient enough for the verification?

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, 

Veronika

Dear Expourse,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.