Gambeta10 Casino - Player's account verification is delayed, and the casino site is not loading.

Hi

Its been over 2 week im trying to verify my account and still waiting and now the casino page is not opening i think i got scammed

Help please

Dear Alcapon83,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise how long you have been unable to access the casino website?

When was the last time you communicated with the casino customer support via email?

Which identity documents did you send to the casino, and when exactly did you send the last one?

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

Hi

Its been over 48h that their site is down

The last time they answered mr it was the 2 may

I send them my drivers license

My credit card front and back

My bank statements

My utility bill

The website should be up and running now. Have your documents been approved by the casino yet? Please keep us updated on the current status of your verification and withdrawal requests.

Hello my dear

No my account is not verified yet. Now they asking for proove of my source of income amd bills from my client or a salary payment cheque and they complicating everything over 3 week now

Did you send the additional documents the casino requested? Could you please advise if they have been approved by the casino yet?

Yes all documents is approved and now they asking me why im withdrawing. This casino is a clear scam

Before we proceed with the resolution of your case, could you please forward me the communication between you and the casino customer support asking about the reason you wish to withdraw? My email address is veronika.l@casino.guru. Has your withdrawal request been processed?

Hello. Its done .. all email are sent

Thank you for your emails. It seems that the casino is holding your withdrawal because they have not received proof of income from you. Have you provided the casino with the requested document?

Yes I did sent a statement and show them some of the transaction paid by my client and they still ask for another proof of incomes and the first time a casino ask me a poof of income

Thank you very much, Alcapon83, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 Alcapon83,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Gambeta10 Casino to join the conversation.

Dear Gambeta10 Casino,

Could you please explain why additional income proof is required when the player appears to have already provided sufficient evidence? Is this the only obstacle preventing the successful completion of the player's verification?

Dear Alcapon83,

We would kindly give you some explanations and context regarding the request for proof of income.

Our online casino is licensed; and as such, the regulator is obligating us to understand the source of income of our players.

Understanding the source of our player's funds is important for a number of reasons. Some of them are to verify that the transactions made were actually completed by you; protect our players and their funds from fraud, and eventually comply with the relevant laws and regulations that allow us to operate as a company.

Additional documents in your case have been requested, as the previously provided documentation did not sufficiently cover all the requirements behind this request.

Our customer support will also make sure to provide you with all necessary updates and confirm the status of your verification procedure in a timely manner.

Sincerely,

Gambeta10 Complaints Team

I sent you all documents required to verify my account

And since 35 days you keep asking me more proove

So I have no idea from wich fraud you are protecting me

Dear Alcapon83,

I understand that the casino's request might seem unnecessary, but the source of funds verification process is in place to comply with legal and regulatory obligations related to anti-money laundering, terrorist financing, and underage gambling. It also ensures a safe, fair, and legal gambling environment. This process requires verification of both the source of the funds used and the player's wealth through additional documentation. A source of funds check confirms that the money belongs to you and that you can afford to lose it. To do this, you need to demonstrate where the money came from. It cannot come from someone else (unless a gift), a loan, credit, a business, or any illegal source.

I hope this clarification helps you better understand the casino's requirements.

I can send my bank statements with the deposits made to the casino as a proof that i made the transaction and im not underage they already

And i already send a bank statement showing payment by my client

More then all this information i found it illegally to be asked. And i will not be them sending anymore info. So either close my account and refund all my deposits or withdraw my balance amd close my account

I see this fair. Ive beem gambling online since 2015 and first a casino asked me a proof of income. Thats very personal and not safe to send to a online casino

Thanks

Dear Alcapon83,

Although I understand that the request by the casino might seem inadequate in your opinion, it is an industry standard for licensed casinos to request such documentation.

As I mentioned above, A source of funds check confirms that the money belongs to you and that you can afford to lose it. To do this, you need to demonstrate where the money came from. It cannot come from someone else (unless a gift), a loan, credit, a business, or any illegal source.

Providing the necessary documents is solely the player's responsibility. It is up to you whether you decide to provide these documents or not, but the casino is not obliged to process any payment to you if you do not pass the KYC and AML checks, of which the source of funds verification is a part.

Lets say i cant afford to loose the money I deposited . And i cant send any more documents

What will happend?

And its very clear that the source of fund is my credit card well thats how paid

The source of fund is my credit card and its legal and no money laundering and i own my credit card

Its very clean and no illegal source

So why i need to show from where my money come from? If you see how i paid?

Honestly if this case is not solved in 48h im gonna take some legal action and my bank will refund all my deposit and the story will finish

Dear Alcapon83,

If you fail to pass the KYC and AML check for the reasons mentioned above or any other valid reasons, then, as I mentioned, the casino is not obliged to process any payment to you.

If you are not able or not willing to provide the documents, then I'm afraid we won't be able to pursue your case further. Providing the necessary documents is solely the player's responsibility.

It is up to you if you opt for a chargeback of your deposits, however, please be aware that such action is considered a serious breach of almost every casino's terms and conditions and it is uncertain if it will be beneficial for you.

Gambeta 10 casino has this mentioned in its terms and conditions:

I kindly advise you to provide the casino team with the required documents and not to seek ways to bypass this requirement.

I'm sorry I don't feel comfortable sending anymore documents specially when i saw all the casino reviews . Most off them they say fraud casino and i dont know how dont blacklist them

You can close the case. I will show my bank all my emails between them and i hope they will refund me

Take care

Dear Alcapon83,

As stated earlier, submitting the required documents is the player's sole responsibility. It is your decision whether to provide these documents or not. However, the casino is not obligated to process any payments to you if you fail to pass the KYC and AML checks, which include the source of funds verification.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

Best regards,

Michal

Casino Guru