Fairbet.bet Casino - Player's winnings are delayed due to KYC process.

Hello! I played at the mentioned casino and won a large amount. After this, the KYC process began, which is completely understandable. However, the process has become absurdly prolonged. The casino has requested, one message at a time, clearly delaying the withdrawal, all of the following documents, which I have already provided:

Phone bill

Driver's license

Selfie

Bank statement

Bank statement showing income

Payslip, which I couldn’t provide as I’m an entrepreneur, so I submitted a business account statement

A picture of a receipt issued by my company

A tax return receipt

A picture proving the establishment of my company as evidence that the company is mine

Pictures of a €2500 withdrawal from another casino, which is not under their license, and this is where the problems began. That casino refuses to send me a detailed list of deposits and withdrawals, so I have sent bank statements showing the relevant information, as well as a confirmation from Euteller proving that the withdrawal came from that casino. After a lengthy exchange, I finally got the other casino to confirm the withdrawal in chat, but even this isn’t acceptable.

Does Fairbet Casino have the right to continue demanding a list of all deposits from an external casino, or should what I’ve provided be enough? I’ve never heard of any casino requiring this much proof.

Please help me, I don’t know what to do!

Dear Effy11,

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.

• Do I understand correctly the verification of your source of funds is the main issue?
• Could you please specify which casino you withdrew the winnings of 2500€ from?
• Can you log into this account and view the transaction history in your player's profile?

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,

Tomas

Hello! Even I no longer know what the main issue is. According to the latest email, Fairbet wants both withdrawal and deposit details from the Hippodroneonline.com casino. I’ve asked them (Hippodroneonline.com) multiple times for this information because their site doesn’t work, and I can’t view the details myself.

As a note, I’ve already provided Fairbet with two different proofs that the €2500 comes from the Hippodroneonline.com casino—both a statement from Euteller and a proof from Hippodroneonline.com that I received from their chat. Now Fairbet is demanding all deposit details from Hippodroneonline.com for their own "analyses," and I find this extremely distressing, as despite my requests, I haven’t received an answer as to WHY they require this.

Thanks for your explanation.

Was the ownership of the account you used for deposits ever in question by the casino?

Have you deposited with the other online casino using the same or a different bank account?

Kindly forward your correspondence with the casino regarding the information from the other casino to my email at tomas@casino.guru for us to review. I apologize for the inconvenience.

I sent an email.

The casino has not directly questioned anything, but has repeatedly asked for new certificates that I have provided. I have always used the same account to play.

Thank you very much, Effy11, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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 Effy11,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Fairbet.bet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through their official email address regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Regarding your concerns about the documentation requested by the casino, please be aware that the casino is required to verify the source of the funds you have deposited into your account. This is in accordance with their Anti-Money Laundering (AML) policies, which are in place to ensure that all players are using their own legitimate funds.

I kindly ask that you cooperate with the casino in this matter rather than contesting it, as this is a standard procedure aimed at maintaining compliance with regulatory requirements.

Thank you for your understanding and patience!

Best Regards,

Kubo

The casino accepted my account and paid my money, the request can be closed. Thanks!

Dear Effy11,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo