The player from Sweden had a pending withdrawal of 365 euros and had recently received KYC approval. However, a new request for a document to prove ownership of his bank account was made, leading him to submit the document and then be logged out of his account. He was unable to log back in and sought assistance to resolve the issue and retrieve his funds. The issue was resolved after four days, with the player confirming receipt of his winnings.
Rise of Bets Casino - Player’s account access is restricted.
Amount: 4,300 kr
Rise of Bets Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
I have a withdrawal pending and I have got the KYC approved yesterday. Today I got a new mail saying it was canceled because they wanted a document proving I am owner of the Bank account (which I understand) I sent it in then started to playing for the rest of my money. Suddenly I got logged out and when I try to log in and play I can't I get an error saying "user not authorized" and try to contact them on the chat.
Got 365euro pending and about 20euro left in the wallet.
Dont know what to do to log in or get my money
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2 months ago
Dear Semaros,
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?
- Did you use a payment method in your name to deposit funds?
- Did you accumulate your winnings with or without an active bonus?
- 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
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2 months ago
Dear Semaros, do you need any further assistance, or can we consider this case resolved?
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2 months ago
Dear Semaros,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
