LiliBet Casino - Player’s struggling to complete the account verification.

hi. my username at Lilibet is T****e (for you dear Lilibet customer service agants) At Lilibet casino I paid $10 on 22/03/2022 04:49 via Skrill, and then again $10 deposit via Skrill on 23/03/2022 06:35. After I played, my balance increased to $43. At this point I made a witdrawal request 25/03/2022 03:26. Same day on 25/03/2022 I have uploaded the required verification documents, my selfie, my online profile, my proof of address and my photo ID. All of them was accepted by the Lilibet system, except the backside of my ID card. Tha's because there is the issue date there on the backside, and it was issued in 2020, so the system did not accepted it. Error message says: Identity card rejected. However the police here in Hungary and all the authorities do accept my ID when I need to identify myself. I am a law abiding citizen and that is my valid ID card. Ask anyone in Hungary, you'll see, there is the issue date on the back of the ID card. After this I have sent my documents again in email to the Lilibet support. They answered:" Dear István,

 

We are contacting you regarding your account. 

We would like to inform you that your account must be verified in our system.

 

Please log into your account, click on your profile picture in the upper right corner, and select the "ID Verification" option.

Select Start Verification to begin the verification process. Please follow the on-screen instructions to upload your documents.

If you have any questions, please do not hesitate to contact us.

Best Regards,

Verification Team"

So they don't understand my problem. That is I'm stuck. When I click there, to the my account/ID verification" button, see the attached screenshots.

So I am unable to continue the verification on their website. I wrote email again to the verification team and waiting for their manual verification team with all my required documents attached in email. I would like to cashout my small $43 prize.

And here's my $43 that I'm going to get from them.

I just want them to manually verify my account and pay me this little win. 

Best Regards: A new Lilibet customer.

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your picture ID seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

Thank you for answering my complaint.

I understand KYC is a very important process, and I have been cooperating with the website, uploaded all the documents for verification. I hope this forum helps to gain the attention of Lilibet casino customer agents.

Because on their website the sign says:" Pending Verification" as I explained before.

There is process, but the problem is still a problem, unsolved. The verification is still pending, however they sent me this email below: And this is what Mario wrote, that my documents have been confirmed it might be true, but the website still says otherwise. their website the sign says:" Pending Verification"

Sinse I wrote here on casino.guru, they answered with this email:

Mario (Lilibet)

Mar 29, 2022, 12:23 GMT+3

Dear István,

Thank you for the provided documents. 

We would like to inform you that your documents have been successfully confirmed.

Thank you for your cooperation in this matter! 

If you have any other questions, please do not hesitate to contact us.

Best Regards,

Verification Team

____________________________________________________________________________________

Tha main problem is, that the system still marks my account with pending verification.

Please look at the screenshot attached:

When I click there, this is the freshest screenshot:

It seems I'm still stuck after Mario (Lilibet) answered by email on

Mar 29, 2022, 12:23 GMT+3

on their website the sign still says:" Pending Verification"

Best Regards

István

Lilibet Customer

Hi! 🙂

I have received my winnnings from Lilibet casino.

Thank you for your help in overcoming this problem.

Lilibet is a dependable casino. They really pay.

István

Lilibet customer

P.S. On Lilibet.com my account still says pending verification, so I'm not sure if next time

they will pay if I happen to win again.

I find difficult to trust them because on their website there is still the same pending verification:

Despite this, I have already received my money via Skrill today.

Do you think if I make a new deposit and if I win, (this is a big if) they will proceed my witdrawal next time?

Istvan

Lilibet Customer

I'm pleased to hear that you have received your winnings. I believe the notification about unsuccessful verification will change later as your account has been verified manually.

Do I have your permission to close this complaint or is there anything else we could try to help you with?

I permisse :)

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela