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They don't want to verify my account. I sent all the required documentation five days ago and haven't heard from them despite my repeated requests. They told me the KYC department would contact me within 48 hours at the latest, but they haven't heard from me since.

I would like to withdraw but I can't if my account isn't verified.

Non mi vogliono verificare il conto. Ho inviato tutta la documentazione richiesta 5 giorni fa e non ho più avuto aggiornamenti nonostante i miei solleciti. Mi avevano detto che il dipartimento KYC mi avrebbe contattato al massimo entro 48 ore ma non si sono più fatti sentire.

Vorrei prelevare ma non posso se il mio conto non viene verificato.

Dear player,

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?

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

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, 

Dominika

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.

Could you please tell me which documents you have already provided and when exactly you sent the last one?

-I provided my ID, utility bill, and photo of the credit card used.

I sent everything on Friday, July 11th.

I was promised an update within 48 hours at the latest but I have not received any updates.

Did you provide all the requested documents as quickly as possible and in the correct format?

- Yes, certainly

Have you made successful withdrawals in the past?

-No, this is my first time dealing with this casino and I've never withdrawn anything.

They do not allow you to make withdrawals if the account is not verified

Did you accumulate your winnings with or without an active bonus?

-I accumulated winnings without an active bonus

I've read many complaints about this casino's verification process, which appears to intentionally delay and/or even refuse to pay players.

Potresti cortesemente indicarmi quali documenti hai già fornito e quando esattamente hai inviato l'ultimo?

-Ho fornito carta d'identità, bolletta utenza domestica e foto carta di credito utilizzata.

Ho inviato tutto venerdì 11 luglio.

Mi era stata garantito un aggiornamento entro al massimo 48 ore ma non ho ricevuto alcun aggiornamento.

Hai fornito tutti i documenti richiesti il prima possibile e nel formato corretto?

- Sì certo

Hai già effettuato prelievi con successo in passato?

-No è la prima volta che ho a che fare con questo casinò e non ho mai prelevato.

Non consentono di inserire prelievi se il conto non è verificato

Hai accumulato le tue vincite con o senza un bonus attivo?

-Ho accumulato le vincite senza bonus attivo

Ho letto molte lamentele sul processo di verifica di questo casinò che sembra intenzionalmente ritardare e/o addirittura non voler pagare i giocatori.

Update:

After repeated reminders, the KYC department got in touch, but of course not to definitively verify my account but to ask for a new document (selfie with my ID card in hand and the computer screen with my username visible behind it).

Even though this makes no logical sense I provided this photo after a few minutes and

Despite this, my account has not yet been verified.

I also pointed out that it is not correct to continually ask for further documentation every 4-5 days to delay the verification.

In any regular casino the verification takes 1-2 days and the documents are requested at the same time.

So far I have provided:

- identity card

- electricity bill

- photo of credit card

- selfie with document in hand

Aggiornamento:

Dopo ripetuti solleciti il dipartimento KYC si è fatto vivo ma naturalmente non per verificare definitivamente il mio conto ma per chiedere un nuovo documento (selfie con in mano la carta d'identità e con dietro lo schermo del computer con la mia username visibile).

Anche se ciò non ha alcun senso logico ho fornito questa foto dopo pochi minuti e

nonostante questo il mio conto non è ancora stato verificato.

Ho fatto anche presente che non è corretto chiedere continuamente ulteriore documentazione ogni 4-5 giorni per ritardare la verifica.

In qualsiasi casinò normale la verifica avviene in 1-2 giorni e i documenti vengono richiesti contemporaneamente.

Finora ho fornito:

- carta identità

- bolletta della luce

- foto carta di credito

- selfie con documento in mano

Given the casino's intentional delay in verifying my account, I asked them to set limits on my account (cooling-off) so as not to play through the balance.

The cooling-off was applied as per my request.

Data il ritardo intenzionale del casinò nel verificare il mio account ho chiesto di impostare dei limiti sul mio account (cooling-off) per non giocare il saldo.

Il cooling-off è stato applicato come da mia richiesta.

Dear player, could you please let us know whether your account has already been successfully verified?

Also, has the casino requested any additional documents after the selfie with your ID and username on the screen?

The KYC department revoked the Time out period I set on July 11th without my consent.

I lost everything out of frustration.

I filed a complaint because I never requested the cooling-off to be interrupted and they closed my account without further communication.

I have never seen such blatant fraudulent conduct by a casino.

Il dipartimento KYC senza il mio consenso mi ha revocato il Time out period da me impostato in data 11 luglio.

Ho perso tutto per la frustrazione.

Ho inviato un reclamo poiché io non ho mai richiesto l'interruzione del cooling-off e mi hanno chiuso il conto senza ulteriori comunicazioni.

Non ho mai visto una tale e sfacciata condotta truffaldina da parte di un casinò.

This is the chat where I ask for and get the Time out period on July 11th.

On July 17th, my indefinite time-out period was revoked without my authorization.

Meanwhile, my account was still not verified due to the continuous request for additional documents at intervals of 3-4 days.

Questa è la chat in cui chiedo e ottengo il Time out period il giorno 11 Luglio.

Il giorno 17 luglio mi viene revocato, senza la mia autorizzazione, il Time out period impostato a tempo indeterminato.

Nel frattempo il mio account non era ancora verificato per la continua richiesta di documenti aggiuntivi a intervalli di 3-4 giorni.

Dear player, could you please confirm whether you received any official confirmation (such as an email) from the casino showing that the time-out or cooling-off period was successfully applied to your account on July 11th?

Additionally, has your account now been successfully verified, or are you still waiting for the KYC process to be completed?

I thought you read my previous posts..

This is proof of the Time Out activation requested via chat on July 11th. If you send me your email address, I'll send you the full chat:

From that moment on all the games were disabled so I couldn't play but only log into the account.

This is the communication from the KYC department dated July 17th informing me that the Time Out has been revoked without my authorization.

At that point my account was still not verified.

After losing all my balance and filing a Time Out revocation complaint without my consent, my account was closed without any communication from the casino.

Credevo avessi letto i miei messaggi precedenti..

Questa è la prova dell' attivazione del Time out richiesta via chat il giorno 11 luglio. Se mi mandi il tuo indirizzo mail ti invio la chat completa:

da quel momento tutti i giochi erano disabilitati quindi non potevo giocare ma solo entrare nel conto.

Questa invece è la comunicazione del 17 luglio del dipartimento KYC ché mi comunica che il Time out è revocato senza la mia autorizzazione.

In quel momento il mio account continuava a non essere verificato.

Dopo aver perso tutto il saldo e aver inviato un reclamo per la revoca del Time out senza il mio consenso, il mio conto è stato chiuso senza comunicazioni dal casinò.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 Leoca79, 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 requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of NationalBet 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 withdrawal request is being processed longer than 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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej,

The problem is not the delay in paying the withdrawal but the revocation of the Time out period which made me lose everything after a frustrating verification process that never ended.

Please reread the previous messages carefully.

Ciao Matej,

il problema non è il ritardo di pagamento del prelievo ma la revoca del Time out period che mi ha fatto perdere tutto dopo un frustrante processo di verifica mai terminato.

Ti prego di rileggere meglio i messaggi precedenti.

The casino will never respond to this complaint because they know they are in the wrong.

Given the volume of complaints and grievances about this casino's predatory conduct, I expect its rating to be downgraded.

As for my case, I will proceed through legal channels since I have already identified the legal representative of SML SAVEOPERATIONS LTD.

Il casinò non risponderà mai a questo reclamo perché sa di essere nel torto.

Data la mole di reclami e lamentele sulla condotta predatoria di questo casinò mi aspetto un azzeramento della sua valutazione.

In quanto al mio caso procederò tramite le vie legali poiché ho già individuato il responsabile legale della SML SAVEOPERATIONS LTD.

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 Leoca79,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions.

Alternatively, you can also lodge the complaint with Kahnawake Gaming Commission by clicking this link (https://gamingcommission.ca/interactive-gaming/complaints/) and following the instructions stated on the website.

If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej