The player from Germany faced excessive document requests for a withdrawal of 1000€ after depositing 200€. They had already provided proof of address, a bank statement, ID, and a selfie with the ID, but the casino then demanded their tax number, which the player found unnecessary and intrusive. The Complaints Team concluded that after reviewing the evidence provided by the casino, it was determined that multiple accounts had been created under the player's name, violating the casino’s terms and conditions. Consequently, the casino was within its rights to confiscate winnings and block all related accounts, leading to the closure of the complaint.
FavoritoBet Casino - Player's withdrawal process is delayed due to excessive KYC requests.
Amount: €1,000
FavoritoBet Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
FavoritoBet Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 7.3. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Hello first of All ive never seen such things like documents they want from me for just that i deposited 200 and want to withdraw 1000. I did send a proof of adress, a Bank statement, my id, a selfie with id, my deposit proof. They want now my tax number for a proof and i never seen a casino in 10 years gambling which requested such private Thing and on top they really really dont need such informations. They just try to blame me. I do this complaint to get my money without any struggle and that this casino should Not play such games with customers. Also that players can See what will come if they just deposited alltogether 200 and getting kyc request like this.
Public
Public
1 month ago
Hello yasin61,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FavoritoBet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
We have experienced a few cases where such document was requested - it simply serves as a proof of income.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 month ago
Translation
Hello, verification has been running for 2 days, nothing has been approved and it is pending. My withdrawal request was cancelled by the casino, I deposited with Jeton without a bonus and won 1000 and then withdrawn this via Jeton. The casino then said it could not withdraw via Jeton. So then I made a new request via instant bank transfer for 1000 euros, which I then cancelled because I wanted to withdraw more. My 1000 euros that I cancelled during the withdrawal have now disappeared without a trace, stolen by the casino. At the moment I still have a balance of 1200 euros (I may still be playing with this) and the 1000 euros that were stolen from me. I have contacted the chat several times, was never abusive but said that if I don't get my money I will discuss my case on Casinoguru. The chat is now blocked for me and no one answers by email either. I will also present my case to Trustpilot because this is a major rip-off from the casino.
Automatic translation:
Public
Public
1 month ago
Translation
So that you understand correctly, I have 2200 euros in credit, the 1000 euros that suddenly disappeared when I canceled the withdrawal request and the money should have been visible again as credit and 1200 balance.
Automatic translation:
Public
Public
1 month ago
Translation
Just a quick update. I lost my balance, but I want the 1000 euros that I canceled as a withdrawal request from the casino. That means I'm missing 1000 euros that weren't transferred to my casino account balance after I canceled the withdrawal request. For me, this is clearly theft by the casino. The casino isn't responding at all. In summary, 1000 euros were stolen from me, and the casino is refusing to contact me in any way. I would also like to mention that this casino offers various limits. I also set myself a loss, wager and deposit limit. The problem is that you can activate the limit and then delete it again a second later without a cool off. Here are some other little things from the chat history on my screenshots. 
Edited
Automatic translation:
Public
Public
1 month ago
Hello yasin61,
I’m sorry to hear that part of your balance is currently unavailable. Please be aware that the funds might be reserved due to the verification process, which can take up to 14 days. I’d recommend waiting until the process is complete.
In the meantime, try reaching out to their email support, as they may be able to provide more information than live chat support.
I’ll await your response once the verification is finished.
Regards,
Nick
Public
Public
1 month ago
Translation
Hello, I contacted the chat about 6 days ago and wrote emails. I haven't received a single reply. The casino is playing cat and mouse. Why don't you ask the casino to answer? That gives the best information, but first the player has to wait forever. I would also like to complain about the non-existent or non-functioning limits. You can set a limit and delete it a second later without a cool off. Is that okay with you? Is that your standard for responsible gaming? I would like to make a new complaint about this as it is a different issue. Because it also concerns several hundred euros that I was able to lose because the casino did not adhere to the limits. The fact that the limits do not work is the casino's fault and not my fault. So I want my 1000 euros and the other hundreds of euros (which have nothing to do with the 1000 euros) to be paid out by the casino as I won it with real money without a bonus.
Automatic translation:
Public
Public
1 month ago
Translation
Hello, I can tell you that waiting won't help. The casino had sent me an email saying "Additional Verification required" without saying why or which documents were involved. I then went into the chat and it just closed straight away without any reason. Later I went into the chat again and it said I should I wrote there and also to the Email, these people don't answer me. That's why waiting is completely the wrong approach, please ask the casino to answer here, why they aren't answering or are delaying and what goal this casino is trying to make such a fuss and carry out such checks after only a 200 euro deposit and a 1000 euro withdrawal. In their terms and conditions, such checks are only mentioned for a much higher sum, but the casino doesn't seem to like it at all that it works the other way around and the player is in the black. Since the casino is refusing to communicate with me, I'm asking you to ask the casino to answer. Anything else would just be pointless.
Automatic translation:
Public
Public
1 month ago
Hello yasin61,
Before we would try to get in touch with the casino, please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru.
Awaiting your e-mail and response.
Regards,
Nick
Public
Public
1 month ago
Translation
I've sent you something, that should be enough. I have more too... But! Why do I have to send all this stuff? I'm missing 1000 euros and you can see that above where I uploaded 2 screenshots a week ago, you should contact the casino directly. I don't think it's normal if a player suddenly has 1000 euros missing and the casino hasn't responded for 11 days and hasn't paid out my money. That's my money that I want and there's no argument to give the casino the right to keep it.
Automatic translation:
Public
Public
1 month ago
We have reviewed the case thoroughly and provided a detailed response directly to nikolas.b@casino.guru. Please refer to the email for our full explanation and further steps regarding this matter. Thank you for your patience and understanding.
Public
Public
1 month ago
Translation
Sent directly to whom Favoritobet? So I still have not received a single answer or explanation for 14 days
Automatic translation:
Public
Public
1 month ago
The explanation and all the proofs were sent to nikolas.b@casino.guru from our official email on Wed, Nov 6, 3:13 PM (3 days ago).
Public
Public
1 month ago
Translation
So they write: The statement and all evidence was sent to the following address: from our official email dated Wednesday, November 6th, 3:13pm (3 days ago). What address??? For the second time they did not specify where they sent it....
Automatic translation:
Public
Public
1 month ago
Translation
Casinoguru team, if you receive evidence, please forward it to my email, I would also like to see this alleged fake evidence and I have a right to do so because it concerns me. The data protection reason does not apply here. It concerns me and the casino and the casino should send this alleged evidence to me too, that is the only way it is transparent and nothing is hidden.
Automatic translation:
Public
Public
1 month ago
Hello yasin61,
We are currently trying to get additional information from the casino.
Unfortunately, we can't share any information provided by them as they are confidential.
I will update you as soon as we get further information.
Regards,
Nick
Public
Public
1 month ago
Nick, we hope you received it. It's clear as day and we hope to end this torture-fest as soon as possible. Thank you and have a lovely rest of the day.
Melina
Public
Public
1 month ago
Translation
Favoritobet, they torture😂😂😂 I put my hand in fire and swear that I only have one account at Favoritobet. Can you say the same Favoritobet???
Edited
Automatic translation:
Public
Public
1 month ago
Translation
And I would like to know why another user with the same problems files a complaint later than me, but he gets answers sooner. And just for your information, I will take action against all those who try to rob me.
Automatic translation:
Public
Public
1 month ago
Hello yasin61,
After reviewing all the evidence provided by the casino, we must proceed with closing this complaint. We have received clear proof that multiple accounts were created under your name, which is against the casino’s terms and conditions. As such, the casino is within its rights to confiscate winnings and block all related accounts.
Please remember that creating more than one account is strictly prohibited at any online casino.
Best regards,
Nick
