BetRebels Casino - Pelaajan kotiutus on viivästynyt.

registered with this casino for just one month and completed all required verifications, including proof of identity and proof of residence. After depositing €800 via a Neosurf card, they requested additional documentation, including a selfie with my ID and proof of payment. After two weeks of negotiations, I successfully withdrew my first amount. On the second attempt, I added an additional €500 and used a Bitcoin wallet to avoid any issues with bank transfers. Despite providing all official documents from the Binance platform, including PDF files and an Excel sheet detailing all transactions, they are refusing to release my funds and are demanding a report covering an entire year, which is unreasonable. I proposed all possible withdrawal methods, including a bank transfer, but they still refuse to release the money. I will be taking legal action to protect my rights The Maltese authorities must take necessary action and revoke this casino's license. It is being misused in the name of the law, and everything about it is illegal

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a crucial and essential process, during which the casino ensures 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. 

• Can you please specify when you deposited via Bitcoin and when you submitted a withdrawal request?
• Could you please advise which documents you have already provided and when you sent the last one?
• What reasons did the casino give for demanding a report covering an entire year?
• Have you provided the requested information?

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, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I would like to clarify some points regarding my withdrawal request:

1. Deposits: I did not deposit via Bitcoin. My first deposit was made using a Neoserf card, and the second deposit was made via a Cashlib card.

2. Withdrawal Dates:

• My first withdrawal request was submitted on August 14, 2015.

• The second withdrawal request was submitted on August 19, 2015, and both were successful.

• My most recent withdrawal request was submitted approximately two weeks ago.

3. Documents Provided: I submitted verified PDF documents from Binance, including proof of deposits and withdrawals, as well as an Excel file showing the conversion from Bitcoin to USDT. I also provided photos verifying my identity and purchase receipts.However.

4. Reason for Annual Report: I do not understand why a report covering an entire year was requested, especially since my account has only been active for about a month. I submitted the full report for a year without any problems

5. Account Suspension: My account was blocked two days ago without any explanation. When I contacted support, I was told that my case is still under investigation.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

The casino sent me a new email requesting additional documents as part of their verification process. I have complied with their request and submitted all the required documents via email.

Specifically, the casino requested:

• Screenshots of my cryptocurrency transactions from a PC, showing the entire page, including the website URL, the destination address, and the traceable TXID, matching the PDF I previously submitted.

• A new selfie for identity verification.

• A 6-month bank statement for the account linked to the card I used for deposits.

• A 6-month bank statement for the account where my salary is received, if it is not shown in the first account.

I would like to clarify that I did not use a bank card for my deposits; instead, I used voucher.

I have already sent all the requested documents as instructed by the casino.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Didier980 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetRebels Casino for their help in resolving this complaint. We would like to know what the issue is with the verification, and what we can do to help resolve this issue.

Thank you!

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.

Dear Didier980, the casino has contacted me regarding your complaint. It was advised that you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. Please let me know if you need help with filling the form or how the ADR responded, if you can do this on your own.

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

Dear Didier980,

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,

Peter