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Hello, I can’t pass verification. 10 days ago I sent all the necessary documents by mail, three days later I write to them in the chat, they answer that they didn’t receive any letter by mail, but somehow half of the documents passed verification, although I can’t upload them on the site because writes a lot. Three days ago I wrote to the chat and sent the missing documents to the mail, the operator confirmed that they received the letter. Now three days have passed and I can’t withdraw funds, I don’t even know why since the operator’s chat does not connect. How do I I'm sure I'm not the first to encounter this problem at this casino.

Dear serz1502,

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 casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Yesterday they answered, I sent them the address in English. As far as I know, not one casino requested an address in English; in my country, the statements were all in another language, so I sent them a bank statement. As I see from the reviews, I’m not the only one who encountered such a problem. Now I probably have to wait 3 days again. They don’t answer me in the chat and as soon as I change the vpn then they write as soon as I write to them the username the chat immediately becomes beautiful. I’m sure that if I pass the verification they will cancel the withdrawal of funds just like with other players.

Вчера они ответили я им отправил адрес на английском языке.Сколько я знаю казино не одно не запросило адрес именно на английском языке в моей стране выписки все на другом языке поэтому я им прислал выписку с банка.Как я вижу по отзывам не я один столкнулся с такой проблемой.Теперь наверное надо ждать опять 3 дня .В чате они не отвечают мне а как только поменяю vpn тогда пишут как только я им пишу имя пользователя чат сразу прекрасчается.Я уверен что если я пройду проверку они вывод средств будут отменять как и у других игроков.

They answered, they said that the document to confirm the address is not suitable, they didn’t answer why. The address indicated is the same as in the account during registration, I don’t understand what the problem is? I can’t provide other files with the address because they are not in English, only a bank statement but the address is indicated there. Does the casino have the right to require documents only in English?

Они ответили сказали что документ для подтверждения адреса не подходит не не ответили почему.Адрес указан такой же как в аккаунт при регистрации я не понимаю в чем проблема?Другие файли с адресом я не могу представить потому что они не на английском языке только выписку с банка но там указан адрес.Разве казино имеет право требовать документы только на английском языке?

This is what they sent me.

Вот что они мне отправили.

I can’t pass verification for them. The pdf is not suitable. And you can change the amount from 250 to 900 Euro. The specific problem must be in paper form, the address and the pdf is not suitable, although all invoices come in pdf format. Can you tell me what the document should be, what format and how to do it?

Я не могу пройти верификацию им pdf не подходит.и можно изменить сумму не 250 а 900Евро.Конкретная проблема должен быть в бумажном виде адрес и pdf не подходит хотя все счета приходят в pdf формате.Может вы мне подскажите какой должен быть документ какой формат и как это сделать?

Thank you very much, serz1502, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi serz1502,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Ninbet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the documents the player provided for verification were rejected?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

They told me that these documents are not reliable because they are printed in pdf formats, they need a supporting document. On Friday I will take a certificate with stamps from the bank, but if this certificate does not work, then the casino is definitely deceiving everyone.

Они мне сказали что эти документы не являются достоверными потому что они распечатаны с pdf форматы им нужен подтверждающий документ.В пятницу я возьму с банка справку с печатями ну если и эта не подойдёт справка то тогда тут точно казино обманывает всех.

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.

Hi serz1502, I've got information from the casino representative that you were required to upload an official translation of your documents into English, but you haven't provided them with it. The thing was that the casino needed a printed-out document translated by a special agency, not in an online program, therefore your documents were rejected. Consequently, you lost your entire balance, can you confirm it?

Dear serz1502, unfortunately, based on the information from the casino representative, we won't be able to keep on with your complaint

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.