The player from Finland had sent all required KYC documents, which had been approved, but the casino refused to complete the verification process. The player could not reach the casino via email or live chat. After the Complaints Team's intervention and communication with the player, the verification process was finally completed by the casino. The issue was resolved, and the player's account was successfully verified.
RTbet Casino - Player’s verification is delayed.
Amount: €7,000
RTbet Casino
Safety Index:Very highSafety Index
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello,
This particular casino is refusing to complete my user verification. I have sent all the required KYC documents a long time ago, and all of these documents have been approved. Still, this brand is refusing to finish the verification process. I am unable to reach them via email or live chat, so I am forced to seek help here.
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5 months ago
Dear PADAWANAKU,
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?
Could you kindly specify which part of the verification process has not been finished yet? Has the casino requested any additional documents from you or is your gameplay being investigated?
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,
Veronika
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5 months ago
Translation
Hello, the picture shows that I have submitted all the requested documents. The documents were sent a week ago. No more documents have been requested, I will send everything that is requested. I haven't received any message from the casino and the customer service only says that the verification is in the final stage
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5 months ago
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And here's another picture of their customer service level when I try to inquire what the problem is. They don't say anything and don't even answer my question. Copy paste answers.
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5 months ago
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Hi, my user is finally verified. All good now.
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5 months ago
Dear PADAWANAKU,
I'm glad to hear that your issue has been resolved successfully. 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,
Veronika
Casino.Guru
