BeonBet Casino - Pelaajan KYC-vahvistusprosessi viivästyy.

The casino’s layout is clear, and the site works well. However, the casino’s reliability must be questioned. The casino is deliberately delaying the KYC verification process. Nothing is asked clearly. First, they request one or two documents, then there’s a 2–3 day silence. After that, they ask for another one or two, and the same silence continues. The KYC process has lasted over 15 days and is still not completed — this is completely unheard of. The question is, has anyone here actually managed to withdraw anything? The casino is intentionally using these delays so that players end up playing their winnings back. Operators like this should not be considered trustworthy or enjoy a reputation for high security.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hi! Yes, I understand that casinos are required to carry out a KYC process, and I’ve completed such verifications many times for different casinos. I know how the procedure works and I’m also aware that no player should have to wait more than two weeks for verification.

Anyway, to the main point — when I first decided to make a withdrawal request, I found a section on the casino’s website where you can upload a document for ID verification, so that’s where I started. About 2–3 days later, I received an email requesting proof of payment method and proof of address. I replied with the most recent bank statement available from my Finnish bank, as well as my latest electricity bill showing my home address.

After that, there was another quiet period of about 2–4 days, after which the withdrawal was once again canceled, and I received an email asking for a selfie with my ID and proof of address again! I sent those to them.

Then again, after 2–4 days of waiting, the withdrawal was returned to my account. I went to live chat to ask what was going on, since I hadn’t received any email about it. They told me they wanted proof of payment method — again. I had already sent that document before — the most recent statement from the account I used for the deposit. It’s also worth noting that this particular casino doesn’t process withdrawals on weekends.

All the documents are in .jpg or .pdf format. The latest document under review is the bank statement. The first withdrawal attempt was made on 14 OCT.

Thank you for your response. Have any of your additional documents been reviewed and verified by the relevant department in the meantime?

If you are still waiting for your account to be verified, kindly forward me the most recent conversation between you and the casino customer support regarding the verification, as well as the documents that are still pending verification at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Fannyz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.