IntellectBet Casino - Pelaajan kotiutus viivästyy henkilöllisyystodistusongelmien vuoksi.

Hello ,

I claimed a bonus, from which I reached the maximum withdrawable amount (after wagering: i.e. €100).

When I requested a withdrawal of €100 and completed the associated KYC process, my ID card was rejected several times. (First, the photo wasn't clearly visible, even though it was.) I have photographic evidence.

It's damaged, but since I've also completed the KYC process at other casinos, I photographed my ID and uploaded the original images, which were repeatedly rejected by IntellectBet. At other casinos, I raised this issue with support, and my ID was accepted without any problems.

IntellectBet asked me for a passport/driver's license, I don't have either, I contacted support about this and they pointed out that only a driver's license or passport is acceptable.

Every other casino resolved my ID issue without any problems after consultation, but IntellectBet seems to be deliberately blocking the payment.

This is only about €100; I don't want to know how it would be with higher amounts.

Hallo ,

ich habe einen Bonus beansprucht , aus dem ich den maximal auszahlbaren Betrag erreicht habe (nach dem wagern : sprich 100€)

Als ich eine Auszahlung beantragt habe in Höhe von 100€ , und den damit zusammenhängenden KYC Prozess durchgeführt habe , wurde mein Personalausweis mehrfach abgelehnt. (Erst war das Bild nicht klar sichtbar (obwohl es das war) . Beweise als Bilder sind vorhanden.

Er ist beschädigt , jedoch habe ich , da ich auch bei anderen Casinos den KYC Prozess durchgeführt habe , mein Ausweis fotografiert und die Originalbilder hochgeladen , die bei IntellectBet mehrfach abgelehnt wurden. Bei anderen Casinos habe ich beim Support dieses Problem angesprochen , mein Personalausweis wurde problemlos akzeptiert.

IntellectBet hat mich nach Reisepass/Führerschein gefragt , ich besitze beides nicht , ich hab den Support darauf angesprochen , es wurde darauf verwiesen das nur Führerschein oder Reisepass möglich sind.

Jedes andere Casino , hat mein Problem mit dem Ausweis problemlos nach Absprache geregelt , IntellectBet jedoch scheint die Zahlung bewusst zu blockieren.

Es geht hierbei nur um 100€ , ich möchte nicht wissen , wie es sich bei höheren Beträgen verhält.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What type of bonus did you activate and play with? Was it a deposit bonus or a free bonus? If possible, kindly send me a screenshot or a link to the bonus.
• Have your other documents (proof of address and payment card) already been approved by the casino for verification?
• Could you please also forward me the most recent photographs of your ID that were declined by the casino? My email address is veronika.f@casino.guru.

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

Hello ,

Thank you very much for your help and answer.

The bonus was a 100 free spins bonus, available on Mondays. It was a deposit bonus (minimum deposit €10). After successfully fulfilling the wagering requirements, I was able to win a total of €100 in real money.

The other documents (address and payment) were accepted.

I have sent you the same message as here, the ID photos as attachments, and my casino balance, which currently stands at €100.02, via email.

Best regards

Marvin

Hallo ,

Vielen Dank zunächst für Ihre Mithilfe und Antwort.

bei dem Bonus handelte es sich um einen 100 Freespins Bonus , der Montags zur Verfügung steht. Es war ein Einzahlungsbonus (mindesteinzahlung 10€). Nach dem erfolgreichen umsetzen konnte ich insgesamt 100€ echtgeld erzielen.

Die anderen Dokumente wurden (Adresse und Zahlung) wurden akzeptiert. 

Ich habe Ihnen noch die gleiche Nachricht wie hier , die Ausweisbilder per Anhang und mein Guthaben im Casino das gegenwärtig 100,02€ beträgt, per email gesendet

Mit freundlichen Grüßen 

Marvin 

I have not received any emails from you. Could you please double-check if you typed my email address correctly? It's veronika.f@casino.guru. Thank you for your cooperation.

Hello,

I sent the email to the correct email address.

Did you receive the email?

Best regards

Hallo,

ich habe die E-Mail mit an die richtige E-Mail Adresse gesendet

Hab Sie die E-Mail erhalten?

Liebe grüße

Hello Marvooo97,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Marvooo97

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, Jana (jana.k@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,

Veronika

Dear Marvooo97,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite IntellectBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana