Sherbet Casino - The player struggles to verify.

I won and wagered winnings from their 75 free spins. Deposited and wagered my own money as required.

Then they required KYC to claim that 50 dollars, but you could not KYC. Did send them documents though.

Tried to settle with support. They just left me hanging. Gave them two options, that 50$ or return my original deposit 20+ dollars.

Hello januspetke,

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

I tried to KYC first at the end of march probably. It looks like the verification is possible again. I did try it just now, but couldnt verify.

It said Ive submitted my documents on another profile. That aint true, maybe a honest bug or just an another sherbet trick.

Last time I talked to casino was maybe 2 days ago. Asked bout that 50 dollars or just give back my deposit. They never give any clear answers.. just dodging.

Thank you januspetke for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, januspetke,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Sherbet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Sherbet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to complete the verification and/or withdraw his winnings or deposit?

Thank you in advance for providing the information.

Dear januspetke,

I was in contact with casino representatives, and I received the following information:

• Your account has been flagged as a high-risk one by the casino's responsible department, and KYC has not been completed yet for an unspecified reason
• Your account has been credited with the (possibly previously confiscated) $50 you won from Free Spins, regardless of whether you breached the casino's Terms and Conditions
• You have to pass KYC to withdraw these funds

The good news is that your disputed winnings have been credited back to your account. On the other side, the main issue of your complaint is KYC/verification, and we have not been provided with more details.

I asked the casino representative to provide me with more details regarding the verification and will let you know once I know more. Also, I will try to set up a casino representative account in our system, so they will be able to reply directly in the thread. Unfortunately, they do not have such an account yet.

In the meantime, while we will wait for further details from the casino, allow me please to ask you a few questions.

Did the casino contact you recently? If yes, what information did they provide to you? If not, could you please try to contact the casino's Customer Support, and ask them about the status of your account and updates? Alternatively, could you ask them what is needed to do on your side to complete the verification, and let me know about any news if they respond?

Is there a possibility that you registered another account earlier at the casino in the past and that you used the same bonus offer on this account? Is this your first account registered at the casino and the first time you used the bonus that your disputed winnings were earned from? Or, do you know about anyone around you that could also have an account at the casino and possibly use the same internet connection/device to play there?

Hi,

I can inform you now that Sherbet added that 50 missing dollars and manually approved my kyc. All good know. Issue has been solved.

Thank you for your help and for Sherbet keeping their end of the deal.

Great news, januspetke!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thanks also to the Sherbet Casino representative for his help and cooperation outside the thread!

Best regards,

Branislav, Casino.guru