Evobet Casino - Player's withdrawal was canceled.

Hi, I practically did the kyc verification of my account, I received an email from them where they wrote me that my account has been successfully verified, and I ask for the withdrawal, the next day they write me that my withdrawal has been canceled and that I have to send a selfie with my face and identity card. now they don't answer anymore and they don't pay

Dear billyplay,

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. Sometimes casinos require additional documents even if the account has been previously verified.

Could you please confirm that you have already provided the additional documents required by the casino? If yes, when exactly did you submit them?

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,

Kristina

yes I have already sent the additional documents 3 days ago, then I received a new email saying that the account has been verified, but the withdrawal has not been paid to me yet

Thank you for your reply, billyplay. Do you have any pending withdrawals at the moment? If yes, could you please advise what is the current status of your withdrawal request and when exactly you requested it? Is it marked as pending or processed in your account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, you can post it here.

They paid me, thanks casino guru.

Awesome news, billyplay. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.