RushBet Casino CO - The player struggles to withdraw her balance.

Hello, I made an account in this casino, I started to play and when I had $3000 in the account I wanted to make a withdrawal, for that I had to take a photo of my documents and a facial verification, I contacted customer service why I lost my INE (it's the only official document I have), and I told them that I had photos saved from my INE, the person who attended me told me to send them to an email that was sent to me so that they could accept them and continue with the facial verification, send the photos but they don't accept them because they say that I have to have the physical INE otherwise they won't verify my account, what makes me very illogical is that in the emails they tell me that they can't accept the INE because I don't have it physically, if I don't have the INE I can send "PHOTOS" of another official document, if in any case the only thing they ask to verify the account are Photos, I don't understand why they tell me that they can't verify the account if I don't have it in physic

Hello cvaladez036,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RushBet 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

The only thing they request is that within the platform you must take a photo of an official document, and then a facial verification is done and that's all, so when I saw that I had to take the INE photo on the platform, I contacted client to see if I could send them a photo that I already had of my INE because I lost it, and they told me yes and that after the INE was accepted and I entered the platform for facial verification and thus my account would be verified.

I sent the photos and the next day they replied that my authentication had not been successful and that they would try again.

the last time was today

How can I upload screenshots of the emails that I have exchanged with the casino?

Please forward any evidence you have to nikolas.b@casino.guru.

Dear cvaladez036,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.