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I sent the documents to verify the account 72 hours ago and I still haven't received a response from the department responsible. I've spoken to the online chat more than 10 times and all they say is that they can't solve anything. This seems to have been going on for a long time, just look at the complaints on the trust pilot website and see that it has already happened to a lot of people, there is a user who has already been waiting 4 months to validate the account. What can be done to resolve this situation? Thank you

Já enviei os documentos para verificar a conta há 72 horas e ainda nem recebi uma resposta por parte do departamento responsável. Já falei mais de 10 vezes com o chat online e só dizem que não podem resolver nada. Isto parece que já está a acontecer á muito tempo, é só ver as reclamações no site trust pilot e verificar que já aconteceu com muita gente, há um usuário que já está a 4 meses a espera para validar a conta. O que é possível fazer para resolver esta situação? Obrigado 

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

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 list 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?
• Has the casino asked for any documents multiple times? Which ones?
• Have you achieved your winnings with the help of a bonus?

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,

Tomas

Good morning. I sent the driver's license document, which they asked me for on September 17, on September 18 I had no response and I sent an email again with the driver's license and I also sent my identification document without ybets asking me, to facilitate kyc again no response to the email. On September 19, I sent an email again with the documents mentioned but so far the situation is the same, more than 96 hours have passed and I still haven't received an answer to my emails and I'm not approved to make withdrawals either, I can only make deposits. I have already verified my account on more than 500 sites and it never takes long, I don't understand why you haven't replied or resolved the situation so far, I think ybets is not doing things correctly because this is happening to several customers . I hope you can help resolve this situation. Thank you

Bom dia. Enviei o documento da carta de condução, que me pediram no dia 17 de setembro, no dia 18 de setembro não tive nenhuma resposta e voltei a enviar email com a carta de condução e também enviei o meu documento de identificação sem a ybets me pedir , para facilitar o kyc novamente sem resposta ao e-mail. No dia 19 de setembro voltei a enviar email com os documentos referidos mas até agora a situação está igual, já passaram mais de 96 horas e ainda não me respondeu aos e-mails e também não estou aprovado para fazer levantamentos, apenas posso fazer depósitos. Já fiz a verificação da conta em mais de 500 sites e nunca demora muito tempo, não percebo porque não respondeu nem resolveu a situação até agora, penso que a ybets não está a fazer as coisas corretamente porque isso está a acontecer com vários clientes . Espero que possam ajudar a resolver esta situação. Obrigado

Dear Fariax79 and Casino Guru,

Thank you for bringing player's concern to our attention. The player is currently undergoing the verification procedure. Unfortunately, documents submitted by the player did not adhere to the requirements outlined by the KYC department. For player's convenience, we have re-sent the request with graphical guide for ease of use.

Respectfully,

Ybets Casino Representative.

Dear Fariax79 and Casino Guru,

After additional submission, the KYC department is not awaiting any further documentation from the player and account restrictions have been lifted fully. We thank the player for their patience.

Respectfully,

Ybets Casino Representative

Thanks to both parties for your reply.

Dear player,

Are there currently any obstacles with the verification process that you need our assistance with?

Please let me know if you need help.

Dear Fariax79,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru