The player's verification is delayed for almost 2 weeks. The player has submitted an official complaint to the regulator, so we closed this case as "Unresolved, waiting for decision of the regulator" once we receive a decision we change the classification accordingly. We have been informed by Pribet Casino that the issue has been resolved. Player verification finished successfully, and the payout was processed successfully as well. The player confirmed that, so we've closed this complaint as resolved.
Pribet Casino - The player's verification is delayed.
Amount: €4,500
Pribet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
On December 9th, 2022 I sent all the documents to Pribet customer service for verification. After that, on December 9th, 2022, I applied for a payment of €4,500. Shortly thereafter, on December 10th, 2022, I received an email asking me to send a selfie with my ID card by email. I did that too. Nothing has happened since then. I get no reply via email via live chat has been replied to every day since then they are forwarding it. Nothing happens my withdrawal is still pending and you can cancel it if you want. They try to procrastinate further. If at least one piece of information would come from their side, that would be something different, but I won't be paid anything or anything.
Automatic translation:
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1 year ago
Hello katja281990,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pribet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick
on December 9th, 2022 I sent the casino all my documents to verify because you can make my payout beforehand. After that I could request a payout in the evening. On December 10th, 2022 the email came from Pribet, they still need the selfie with the ID card in hand. I sent that away too. Nothing has happened since then. I've written to them every day since then asking if the verification or my payout is finally being processed. Statement in the live chat always came back the same sentence. That they forward it to the appropriate department. I also sent an email asking to what extent something had been processed and I still haven't gotten an answer. Payout is still pending. So far nothing has been processed today is the 11th day. I'm curious if there's anything else going on.
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1 year ago
Translation
Dear Casinoguru team.
Unfortunately, nothing has happened in the matter of payment. I forwarded it to the regulator eGaming in Curacao. They have now written to the operator. Since this morning, Pribet has probably blocked my account. I have also forwarded this case to the regulatory authority. I assume that I will never get my winnings paid out.
Best regards
Katja König
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1 year ago
Thank you katja281990 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Translation
Thank you so much for your support so far Nick
lg
Automatic translation:
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1 year ago
Hello katja281990,
I'm Michal and I have taken over your complaint. Since you filed an official complaint to Curaçao eGaming I will close this complaint as "Waiting for the Regulator's Decision". Please let me know once there's any development at michal.k@casino.guru. Thank you very much in advance.
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1 year ago
Dear katja281990,
We are reopening this complaint because we have been informed by Pribet Casino that your issue was resolved. Your verification finished successfully and your payout was processed successfully as well, can you please confirm that?
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1 year ago
Dear katja281990,
Thank you for confirmation. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Michal
Casino.Guru
