SELECT.bet Casino - Player’s struggling to complete account verification.

When submitting the payment request, there was a problem with authentication due to the website, because for some reason it did not write an error after uploading the documents.

After two months, I finally managed to authenticate my account via email. I also received an answer to this via email. After that, I submitted a payment request, which was in "Progress" status for 48 hours. After 24 hours, I received an email asking me to send proof of my address. I did this for a few hours. I also sent two documents to prove the address.

After 48 hours, they rejected my payment request and claimed that I did not respond to their email.... I responded several times and in the live chat window, the customer service said that they had received the document and were examining it.

After that, they asked me to submit a payment request again, which will surely not be a problem. After that, I was asked again by email to take a selfie with my passport in my hand. I responded immediately and sent it.

After 48 hours, I received an email saying that my account was temporarily blocked and access was restricted because it was under investigation. They asked me to send a bank statement. I sent the requested document.

Since then, I have written several emails and I have not received a reply to any of them. Every blessed day, I contact the customer service several times a day on the live chat, but every time I get the same answer saying nothing: "your account is still under investigation, we will contact you soon", "please be patient" a little bit, we'll be back soon".

They can't tell time, they can't say anything. All this 3 weeks ago.

I am very confused...And I am very afraid that my money will be lost....I am a refugee from Ukraine living in Hungary...I have never played or cheated with anything... This is really a help given by the good God and now I have to live on loans hoping that they will actually contact me at some point.

Dear paladikerolajn,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Dear Petronella!

Thanks for your response.

Sorry but I think you don’t understand my main problem...

My KYC process after much waiting is was done. About it I got an email that all good I can try withdraw.

The problem only started after this.

My account is blocked for now I can’t login. Selectbet not response to my emails and not tell me nothing. I have 935 464 HUF in this account what I win without any bonus.

Thank you very much, paladikerolajn, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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.  

Thank you. I'm waiting for response.

Hello paladikerolajn!

I will take care of your complaint from now on. I'd like to invite representatives of SELECT.bet Casino into this complaint in order to provide us with an explanation of the situation and help us towards successful resolution of the issue.

I got reply from Selectbet in yesterday.

The email was this:

Dear Kerolain,

Thank you for your patience. 

We are reaching you to inform you that the investigation is over. 

However, in order to proceed further, we kindly ask that you forward one additional item - A notarized identity verification.

In case you do not understand what document exactly we require from you, we are clarifying it for you:

Notarized proof of identification is for example a copy of your ID document (or passport), verified with a stamp and a signature by a notary public officially appointed by state government.

To clarify, you just need to make a photo copy of one of the above-mentioned, have it printed out and take it to a notary to verify it with a signature and stamp.

Afterwards, send a photograph of that document as a reply to this e-mail.

Thank you for your cooperation in advance!

Regards,

Pablo P. | KYC Team

Today I successfully sent the reply with the requested document, with my notarized personal verification.

Dear Martin and paladikerolajn, 

We can confirm that the documents sent were received and accepted and the player’s account has been reactivated.  

Kind Regards, 

SELECT.bet Casino

Hello paladikerolajn!

Thanks to the casino's reply, your account should be reactivated along with your KYC verification successfully passed.

We would like to keep this complaint open until your withdrawal will be received by you, please let us know once the winnings arrive in your account.

Thanks for the update.

Im waiting for the withdraw. I send the withdrawal request 48 hours ago. They should be arriving today. I’m wait it.

Dear Martin!

I waiting for the withdrawal from last week for now too…. The withdrawal request is in the same "Pending" status as what was in the last week…

I not give emails or something else… I’m waiting more than 48 hours… More precisely I’m waiting for the withdrawal 70 hours without status changes….

I am at a loss as to what to do…

I’m waiting for your response.

Regards,

Kerolain

Update: I want login and check the status but my account is closed again….. What this crazy game with me?

I try write to support in live chat but it’s was not available… When I changed the email the live chat will be opened instantly…. Help me!

Dear SELECT.bet Casino,

Could you please provide us with any updates and information regarding the player's account being closed at this time?

Dear Martin and paladikerolajn, 

Due to a technical issue the player did not have access to the account. However, everything is in order at the moment and the account is open and paladikerolajn should be able to access it.

Kind Regards,

SELECT.bet Casino Team

Dear Kerolajn,

Could you please confirm your account to be accessible again at this point?

Dear paladikerolajn,

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 hasn’t responded to our messages and questions. Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.