Cybet Casino - Pelaajan henkilöllisyyden varmennus on viivästynyt.

I was asked to verify my identity before requesting a withdrawal, so I submitted it that same day. However, it's been about two weeks and I haven't heard anything from the casino. I've contacted them several times via live chat, but they say it's still under review. Why is identity verification taking so long? I would like you to investigate.

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 does that, do not share any information.

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 manaty,

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 can 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 let me know which documents you have already provided and when exactly you sent 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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

I submitted the documents on March 13th.

I submitted them on the requested date.

I submitted the documents exactly as instructed.

It's a selfie with the date and casino ID written on a piece of paper, along with my identification.

Thank you for your reply and for providing the previous details, manaty.

• Have you received any confirmation from the casino regarding the receipt of your documents?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I have contacted the casino several times.

However, they say they are still reviewing my identity, and it's been about three weeks now.

I have no further information.

Have you been able to contact the casino?

Dear manaty

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello manaty,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Cybet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello,

Thank you for reaching out regarding this matter.

We would like to confirm that the user’s KYC verification is currently under review as part of our standard compliance and security procedures. These reviews may take additional time depending on the complexity of the case.

Our support team has already reached out to the user via live chat to provide assistance and request any necessary information to proceed. However, we have not received a response from the user at this time.

We remain ready to continue the process as soon as the user engages with us, and we will prioritize the review accordingly once all required information is provided.

Please let us know if any further clarification is needed.

Dear Cybet Casino Team,

thank you for the update.

Dear manaty,

We kindly advise you to contact the casino via live chat and submit any additional documents as requested. Please inform us once this has been completed and let us know if there are any further developments.

I answered questions from the casino via live chat. I'm waiting for a reply.

Dear Manaty,

Thank you for providing the update. We kindly ask you to keep us informed of any further developments.

Dear manaty,

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.

I haven't received a reply from the casino. Have you been able to contact them?

Dear Cybet Casino Team,

Could you please provide us with an update on the current status of the KYC verification process?

Additionally, let us know if there is anything further required from the player in order to proceed.

Thank you for your cooperation.

Hi there,

We would like to clarify that we have already reached out to the user via email regarding this matter. Based on our investigation, his account was found to be linked to multiple accounts and showed misuse of our deposit bonus offers.

Please note that this activity is strictly prohibited and clearly outlined in our Terms of Service and deposit bonus promotion terms and conditions. As a result, the necessary actions were taken in accordance with our policies.

We encourage him to review the email we sent, as it contains full details of our findings and the applied decision. If there is any further questions or need clarification, feel free to reply to that email and our team will be happy to assist you.

Dear Cybet Casino Team,

Thank you for your clarification.

Could you please forward any and all documentation supporting your claims to me via email at lucia.s@casino.guru? This will help us to properly assess the situation and determine the appropriate next steps in resolving this case.

Thank you in advance. I will await your response.

Hello Lucia,

Thank you for your response.

We would like to confirm that the requested supporting documents and relevant records regarding this case have already been forwarded to your email address for review.

Please kindly check your inbox and spam/junk folder in case the email was filtered there. Should you require any additional information or further clarification, please let us know and we will gladly assist.

Kind regards,

Cybet Team

Dear manaty,

The casino has provided documentation and supporting evidence indicating that you violated their Terms of Service and Deposit Bonus Promotion Rules, particularly in relation to linked-account activity, bonus abuse, non-organic gameplay patterns, abuse of the bonus wagering structure, and other indicators associated with fraudulent or abusive activity.

Based on their investigation, they concluded that your account was not operating as an isolated recreational account. Multiple indicators, including IP and device similarities, gameplay behavior, and transaction patterns, linked the account to other accounts involved in coordinated bonus-focused activity.

The accounts followed a consistent pattern of claiming deposit bonuses, using bonus balances for high-risk betting strategies, and attempting to benefit from promotional mechanics. This activity was considered a breach of our Terms of Service and Deposit Bonus rules, particularly regarding multiple-account usage, bonus abuse, and abuse of wagering requirements.

As a result, the actions taken on the account were implemented in accordance with casino’s platform policies and Terms of Service.

After a thorough review of all the materials and evidence submitted by the casino, we have concluded that the evidence sufficiently supports the casino’s position and demonstrates breaches of the applicable casino rules and promotional terms.

As a result, we regret to inform you that your complaint will be rejected.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Lucia