The player from Peru faced issues with account verification and fund withdrawal, as the casino continuously rejected the submitted bank statement due to language and format concerns. Despite multiple attempts and communication, the player remained uncertain about the exact reason for the rejections and was worried about withdrawing a significant amount of money. The Complaints Team extended the response time for the player to provide further information, but ultimately, due to a lack of response, the complaint was rejected.
RTbet Casino - Player's withdrawal is delayed due to verification issues.
Amount: 32,000 S/.
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
Hello,
I've been trying to verify my account and withdraw the funds for two weeks. I uploaded the bank statement they requested in PDF format, but it keeps getting rejected.
Unfortunately, my bank issues the monthly transaction record for my card with a password for security reasons, which might be preventing them from verifying it. I also shared the PDF without the password, but they rejected it because it’s not the original and they claim the language is incorrect (which is not true).
I communicated with them via email as well and shared the documents in every possible way, but no one can specify the error.
I am very concerned about the significant amount of money I wish to withdraw.
Automatic translation:
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1 month ago
Dear flaviasalinas13,
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.
- Do I understand correctly that verifying your bank statement seems to be the only issue?
- Have you provided any other documents to verify your identity and have they all been approved?
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,
Kristina
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1 month ago
Translation
Hello,
Yes, all other documents have been approved for two weeks. The bank statement is the only one that keeps being rejected.
The problem is that my bank issues the PDF of my account statement with a code (which is my document number); so when I upload it, they reject it.
I also tried to upload a version of the PDF without a key but it was rejected because it was modified and not the original.
I am quite worried and scared because I am not getting any clear answers.
Automatic translation:
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1 month ago
Thank you very much for your reply, flaviasalinas13. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
