BetBona Casino - Pelaajalla on vaikeuksia asiakirjojen todentamisessa.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Alpha33, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

I tried to send everything I could, and now I'm waiting for a response. I'll get back to you as soon as I know more about the next steps. Thank you for the quick reply.

Ich habe versucht alles zu senden so weit es mir möglich war, nun warte ich auf eine Rückmeldung. Ich melde mich sobald ich genauer weiß wie es weitergeht. Vielen Dank für die schnelle Antwort

I have the following problem: I deposited Bitcoin using Atomic Wallet, but Atomic Wallet doesn't offer an option to display my name along with the transaction. I can only view the transaction details. I've attached a screenshot. What do other users do in this situation?

Nun habe Ich folgendes Problem, ich habe mit atomic wallet Bitcoin eingezahlt, und atomic wallet bietet keine Option wo mein Name mit der Transaktion zusammen sichtbar ist. Ich kann lediglich die Transaktion zeigen. Ich hänge das Foto an. Was machen andere Nutzer in diesem Fall?

Furthermore, they want a bank statement showing my debit card number, but Sparkasse doesn't provide that. I've attached the transaction as an example.

Weiters möchten sie einen Kontoauszug wo meine debitcard Nummer drauf ist jedoch gibt es das bei der Sparkasse so nicht. Ich hänge die Buchung an als Beispiel

My account has been successfully verified; now I'm just waiting for the payout. Thank you so much for your help.

Mein Konto wurde erfolgreich verifiziert, nun warte ich noch auf die Auszahlung. Vielen Dank für ihre Hilfe

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Alpha33,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila