The player from Germany faced delays in withdrawing funds due to ongoing account verification issues. Although she had submitted the required documents multiple times, she was then asked for additional proof that did not align with the guidelines. The Complaints Team extended the response period for an additional seven days; however, the player did not respond to further inquiries. As a result, the complaint was rejected due to lack of communication.
Retro Bet Casino - Player's withdrawal is delayed due to verification issues.
Amount: €100
Retro Bet Casino
Safety Index:HighSafety Index
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8.0
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 days ago
Public
Public
3 weeks ago
Translation
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!
Automatic translation:
Public
Public
3 weeks ago
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
Public
Public
2 weeks ago
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?
