Retro Bet Casino - Pelaajan kotiuttaminen viivästyy vahvistusongelmien vuoksi.

Good day,

The casino hasn't verified my account, so the withdrawal hasn't been confirmed. Two chat employees said the account was verified, but the next time I asked in chat, things were apparently missing again. They're asking for more and more documents, even though I've already uploaded everything three or four times, which complies with the guidelines (phone bill, bank statement). They're demanding proof of electricity/gas, which I don't have. However, the guidelines state that telephone, etc., is accepted. I'm asking for help here!

Guten Tag,

Das Casino Verifiziert mein Konto nicht dementsprechend wird die Auszahlung nicht bestätigt. Von zwei Chat Mitarbeitern würde gesagt das Konto ist verifiziert beim nächsten nachfragen im.chat fehlen angeblich wieder Sachen.Es fragt nach immer mehr Dokumenten obwohl ich bereits alles drei oder viermal.hochgeladen habe, was den Richtlinien entspricht (Telefonrechnung, Kontoauszug) sie verlangen einen Strom/Gas Nachweis den ich nicht habe. In den Richtlinien steht aber das Telefon etc akzeptiert wird. Ich bitte hier um Hilfe !!

Dear t99472znz9,

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 take 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?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

I have sent you an answer by email

Antwort habe ich Ihnen per Mail geschickt

Dear t99472znz9, have you been able to explain the situation to the casino and agree on which documents you can provide?

Do you have any updates regarding the verification process?

Dear t99472znz9,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.