SapphireBet Casino - Player’s struggling to complete account verification.

SAPPHIREBET, passed the entire verification, but they are not going to pay the money, first they approve the conclusion, it hangs a day, two - then they reject it, they do not answer the question why they cancel it. And so in a circle

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received a list of documents required for the account verification? How many days ago you have started the verification? Please understand that none of the licensed casinos takes verification lightly and it might take few working days completing this thorough procedure. Additionally, if there’s any relevant communication, please forward it to petronela.k@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,

Petronela

I already had a check a week ago and said that I can withdraw money,

Thank you very much for your quick reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello,

Did you try to communicate this issue with the casino, and if yes, could you forward all relevant communication to me? My email address is yuliia.k@guruadmins.com. Thank you in advance for your reply.

they have been writing the same thing for 7 days already - your request has been submitted to specialists.

and so they answer for 7 days

Hello,

Please, be informed that the verification of your documents can take a few business days to be processed. The procedure can even take more than a week, especially if you requested a withdrawal for the first time. Therefore, we advise players to be patient in cases like this. I would like to know if you are sure you provided all the documents needed to complete verification of your account.

Thank you in advance for your reply.

Best regards,

Juli

Dear Mariana,

Is there anything new regarding your verification? We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

no, they don’t pay for 25 days, they write the same thing for 25 days - your request has been sent to specialists.

and so have been responding for 25 days

The account was verified a month ago, and said that I can withdraw money, but I can’t wait for the money

Dear Mariana,

Thank you very much for your quick reply. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

SapphireBet Casino, thank you in advance for your reply. 

Unfortunately the casino hasn’t provided any answer on this case yet.

I would like to ask Sapphirebet Casino to reply on this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Marianna,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Juli

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

The funds were paid to the client in full. The delay was due to problematic verification and the client's Bank's refusal to accept these funds. The money was paid in full to the Ecopayz wallet.

Dear Marianna,

Have you received your winnings? Looking forward to hearing from you.

yes received, thank you very much !!!!

Dear Marianna,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Juli