The player from Chile had exchanged over 40 emails with the casino while providing multiple documents requested for account verification, including an ID, a selfie with the ID, a utility bill, and a bank statement. Despite complying, she experienced unclear responses and ongoing withdrawal issues. The Complaints Team facilitated communication with the casino, which led to the player being allowed to make her withdrawal after nearly a month of verification. The complaint was marked as resolved, and the player was advised to reach out again if future issues arose.
SapphireBet Casino - Player faces delayed withdrawal and unclear responses.
Amount: 707 ₮
SapphireBet Casino
Safety Index:HighSafety Index
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello, I am compelled to present my complaint through this method. I've exchanged more than 40 emails with the site, providing them with everything they've requested perfectly.
They have asked me for:
-ID on both sides.
-A selfie with my ID and their email visible.
-Utility bill from my residence.
-Bank statement showing my name and address (this was the last request).
I sent them the latest request of the bank statement, and they haven't given me a clear response. (All emails were in English, and the response to the email where I sent them the bank statement was in Russian with the following message: "Please read the security requirements carefully."
(The message doesn't make sense)
After that, I replied to this message asking if my account had been verified, and they answered with: "All inquiries on the subject of the year are more clearly recorded in this email thread."
(In the previous emails, they don't say anything and leave nothing clear)
I need an immediate solution because I have sent everything requested perfectly, and my money has been on the site for over a week, and they won't let me withdraw it. I feel like they are playing with my time and money, and these days have been extremely stressful for me because I need that money. Today, I had to go to the bank to get the documents they asked for regarding the statement, I sent it to the site, and they are still incapable of giving me a response.
Every time I attempt to make a withdrawal, the same message keeps appearing that documents are needed and that I should contact the security team.
Also, I want to add that customer service doesn't help at all; their only response is to refer me to the security team by email (who are also unclear).
Automatic translation:
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1 month ago
Dear ajadue9,
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 share the last request from the casino regarding your bank statement?
- Was your deposit to the casino in the list of transactions on the bank statement?
- Was the bank statement you sent in sufficient quality?
- You can share the screenshots here or alternatively send the information to my email at tomas@casino.guru
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,
Tomas
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1 month ago
Translation
Tomas, I sent everything you requested to your email, I look forward to your response!
Automatic translation:
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1 month ago
Thanks for your email.
- Do I understand correctly you sent a bank statement of the bank account used for a deposit in the casino?
- Was the transaction you deposited in the list of transactions found on the document?
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1 month ago
Translation
No, since I asked them if it could be the bank statement from any of my banks and they answered yes (I sent you the proof in the previous email)
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3 weeks ago
Thank you very much, ajadue9, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 weeks ago
Dear ajadue9,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SapphireBet Casino representative to join this conversation.
Dear SapphireBet Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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3 weeks ago
Translation
I came to clarify that the casino already let me make my withdrawal, equally very stressful everything, almost 1 month verifying the account, I imagine for people who do not have everything they ask for and it is more difficult for them and they end up losing the money, I would not recommend this page to anyone, they left me without betting since they limited all my bets.
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3 weeks ago
Dear ajadue9,
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,
Mirka
Casino.Guru
