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I'm stuck with a lot of money at Dazardet, I've already made some withdrawals that have been paid out, but they've asked for verification of the account, I've sent the requested documents several times and they've been refused and I don't know why. I've already spoken to the support team, but nothing has helped. In the meantime, my money is stuck because my withdrawal is blocked.

Estou com muito dinheiro preso na Dazardet, já fiz alguns saques que foram pagos, mas pediram a verificação da conta, eu enviei várias vezes os documentos solicitados e foram recusados e eu não sei o motivo. Já falei com o suporte, mas nada adiantou, enquanto isso meu dinheiro fica preso pois meu saque está bloqueado.

Hello,

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

Please understand that KYC is a very important and essential process that ensures the funds are sent to the rightful owner. Since online casinos cannot verify players in person, this procedure is the only reliable way for them to confirm a player’s identity and the legitimacy of transactions. Serious and licensed casinos treat KYC very carefully, and it may sometimes take a few working days to complete the entire process.

• Could you please let me know which documents you have already submitted and when exactly you sent the last one?
• Have you provided all the required documents promptly and in the correct format?
• Have any of your documents been approved so far?
• Has the casino explained why your documents did not meet the verification requirements?

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, no documents have been approved, and they haven't said why they haven't been approved, they just refuse without further explanation. The last time I sent the documents was on July 15th. They asked me to contact them if this happened again, but I've been in chat several times and nothing has been resolved.

Olá, nenhum documento foi aprovado, e não falaram o porquê não foram aprovados, apenas recusam sem mais explicações. Última vez que enviei os documentos foi dia 15/07. Pediram pra eu entrar em contato se isso acontecesse novamente, mas eu já entrei várias e várias vezes no chat e nada foi resolvido.

I sent my cryptocurrency wallet details, my passport. And also proof of address. All the documents they asked for.

Enviei os dados da carteira de criptomoedas, meu passaporte. E também o comprovante de endereço. Foram todos os documentos que pediram.

Please forward me all the communication between you and the casino customer support regarding the verification of your account at [email protected]. Kindly include the documents you sent to the casino as well. Thank you for your cooperation.

Good morning, in the meantime I've managed to verify some documents, but I'm not able to verify the cryptocurrency wallet they're asking for, I've tried several times and haven't been able to, as I'm having problems verifying the cryptocurrency wallet, and I've also deposited by Pix via bank account, I asked them to change the verification method, but to no avail. Below are my Binance details and also the withdrawal details where I made the deposit at Dazardet.

Bom dia, nesse meio tempo eu consegui verificar alguns documentos, mas não estou conseguindo verificar a carteira de criptomoedas que estão pedindo, já tentei várias vezes e não consegui, como estou tendo problemas em verificar a carteira de criptomoedas, e eu também fiz depósito por Pix via conta bancária, pedi pra eles mudarem o método de verificação, mas sem êxito. Abaixo meus dados da minha Binance e também os dados de saque, onde eu fiz o depósito na Dazardet.

Have you uploaded any cryptocurrency transaction records for the month of May?

Have you also tried submitting an alternative method to verify your crypto wallet — for example, a video in which you show that you are the owner of the wallet and display all relevant transactions for May?

Hi, I didn't make any videos because they didn't give me the option. The only thing they asked for was a PDF or prints. That's what I sent, prints of the transactions made, but in cryptocurrency brokerages it's different from traditional banks where they give you a detailed statement of all the transactions, whereas in brokerages you don't have this detailed option.

Olá, não fiz nenhum vídeo pois não me deram essa opção. Única coisa que pediram foi PDF ou prints. Foi o que eu enviei, prints das transações feitas, mas em corretora de criptomoedas é diferente de bancos tradicionais onde nos mesmos saí o extrato detalhado de todas as transações, já em corretora não tem essa opção detalhada.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

Hello Jaqueline.An1, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the verification issue. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Dazardbet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s verification is not being processed as usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Jaqueline.An1,

Thank you for bringing this to our attention.

We kindly inform you that you have to re-upload your Crypto account Transaction History:

• For May 01/05 - 31/05
• Displaying your name / account ID
• showing all incoming and outgoing transactions including deposits to us

If you have any queries, please do not hesitate to ask us.

Thank you for your patience.

Kind Regards,

Dazardbet team

Thank you, Dazardbet Casino, for the clarification of the issue.

Dear Jaqueline.An1, please let us know once you send the requested information to the casino. Feel free to CC me with [email protected] into the messages, so I can stay on top of this case alongside of you. Cheers.

Good morning Matej. Dear Dazardet, again I've just sent you my deposit transactions. I hope they will be verified this time, I'll be waiting. Thank you.

Bom dia Matej. Cara Dazardet, novamente Acabei de enviar as transações realizadas de depósito. Espero que dessa vez seja realizada a verificação, estarei no aguardo. Obrigada.

Dear Dazardet, as I said earlier, the cryptocurrency wallet statement doesn't show the same details as traditional banks. And here are the prints sent for verification, but you're not accepting them, and for what reason?

Cara Dazardet, como eu comentei anteriormente o extrato da carteira de criptomoedas não aparece os detalhes iguais aos bancos tradicionais. E aqui estão os prints enviado para a verificação, mas vocês não estão aceitando, e por qual motivo?

There's also the bank deposit I made, but you're still making it difficult to check.

Também tem o depósito por conta bancária que fiz, mas mesmo assim vocês estão dificultando a verificação.

Dear Jaqueline.An1,

Kindly be informed that your account is now verified.

You may proceed with the withdrawal request.

Thank you for your cooperation.

Kind Regards,

Dazardbet Casino team

Thanks you Dazardbet Casino team for the great news! :)

Dear Jaqueline.An1, please let us know here once the request has been submitted.

Hi Matej. I've just made the withdrawal, and I'll be making other withdrawals soon. I want to thank you and the whole Casino Guru team for the great help you gave me. And also thank Dazardet for resolving the case. Thanks to everyone involved.

Olá Matej. Acabei de fazer o levantamento, e logo irei fazer outros saques. Quero agradecer a você e toda a equipe do Cassino Guru pela grande ajuda que me deram. E também agradecer a Dazardet pela resolução do caso. Obrigado a todos os envolvidos.

Happy to hear that! :)

I will keep the complaint open until you withdraw all the winnings, in case some further issues arise. Please let me know - maybe once a week - whether the withdrawals are being processed smoothly, and then once you have all the money safely within your account.

If at any point you feel like everything has been sorted and there is no point prolonging this, you can use the resolve button to close the complaint yourself.

Dear Jaqueline.An1,

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.

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

Dear Jaqueline.An1,

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,

Matej