Evobet Casino - Player’s struggling to complete account verification.

I made a deposit of 400 AUD Monday 8th MAY. 2023

I tried to withdraw 100 AUD however was asked for account verification.

Over several months, I have made a number of deposits to Evobet casino, many of which resulted in losses which I accept. However, this time in my attempt to withdraw funds, I was asked to verify my account which I fulfilled these requirements based on their FAQ on their website

i provided my bank statement, mobile phone bill which gives evidence of my residence, my drivers license which included me holding this up in the photo, the credit card used to deposit funds on Monday 8th May and screen shots from my banking app showing the deposit.

evobet came back to state that they need my driver's license without my face in it, I'm not sure why having me holding up my license is not accepted as it goes further to verify my identity.

The card I used on Monday to deposit 400 AUD has been provided showing the first 6 digits and 4 last digits including a clear view of my name and expiry date.

The card they have stated that they need for verification purposes was my old card that has been cancelled and was not used for the latest transaction. That card was cancelled several months ago and replaced with the card I have and thus the screenshot you have. 

in summary I attached:

my drivers license

my mobile phone bill

screen shot of the deposit from my bank app

the card including the first 6 & last 4 digits, full name & expiry date

bank statement

so 5 documents

they state verification may take 72 hours, it is now been 4 days and no response despite my follow up.

Dear Kineticau,

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.

In this case, I would recommend that we give the casino at least one more week to process your documents. I will leave this complaint open and if the casino fails to review your documents within this time frame, please, let us know and we will intervene.

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

im not disputing that KYC is important.

what im disputing is the unreasonable request by them for me to supply a card that is no longer active, nor was the latest deposit made with an old card.

I also provided a screen shot of the transaction from my internet banking

I am happy to supply my PHoto ID drivers license without myself included holding it up but based on other casinos this is a common request. To supply a photo of the ID with the person holding it up.

Hi,

I have submitted my driver’s license without myself in the photo and they have not asked for this again

they are still asking me to attach an old mastercard.

i have submitted the card used to deposit 400aud on Monday 8th May and includes all the details they need but they won’t approve it

I have no idea how to provide them a card which was cancelled and not used for the latest transaction

Thank you very much for your reply, Kineticau. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina

I have emailed through all correspondence I’ve had with Evobet

there should be three emails

appreciate your assistance

Thank you very much, Kineticau, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Kineticau,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Evobet Casino representative to join this conversation and participate in resolving this complaint.

Dear Evobet Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

I’ve explained why they haven’t verified my account. They want me to submit a card used previously that has since been cancelled

i submitted the card I used on the 8th May to deposit $400 AUD, but they keep asking for me to submit a card that has been cancelled.

I don’t have that card anymore and nor was it used for the two most recent deposits

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 Kineticau,

I tried to contact the casino but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can request to reopen the complaint anytime.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait a long time for an answer. 

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at stefan.m@casino.guru.

Kindest regards,

Stefan, Casino.Guru