Sportiumbet Casino - Player is struggling to complete the account verification.

The problem is that my card, both physical and digital, that I had registered on the platform, no longer have them due to security theft, the bank changed them but the account is still the same. I sent the information of my new card along with my statement of account and explaining that for which I changed my card they tell me that until my cards are verified and they ask me for a sheet where I say to cancel those cards I already went to the bank and they tell me that this does not exist because I did not cancel the account I only changed the plastic the only piece of paper I had is when they gave me my new card but it was a ticket that was a long time I don't count on him there says that from 24 to 72 hours sending all your documents your retirement is left and yp I already have one week and nothing, they just tell me that I have to wait for an email to verify my account

Dear Anna29,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Well, I'm still waiting for the b to arrive. mail from. Verification without that email I will not be able to receive my withdrawal hopefully and I don't know. It takes so long but many. Thank you. Likewise.

Well, thanks to you, the verification still hasn't been resolved, but once you've lost it, you already had the kindness to answer me an email that is already in process, because I've been begging you for a week and nothing and today in the morning they already answered me by email

Do I understand correctly that your account has been successfully verified already? Have you requested the withdrawal now, please?

Well, I already made the withdrawal but I still haven't received any news from the casino, so you already checked that my account is already verified correctly

I'm glad that your account was successfully verified. Now please allow a few working days for the casino to process your payout and for the fund to actually reach your account. Please keep me informed about any further developments.

Well now they tell me that I have to wait for an email that I have to print and sign and resend it to verify the signature but they don't have an estimated time I thought that after the verified account Ivan would pay me I know it will take until he me because of how things are going

The truth is I'm tired of talking to him every day and they with excuses and excuses make people better cancel the withdrawal and better keep playing until they lose everything

No, I'm tired of begging you for my retirement, my account is already verified successfully, I've been there for 3 weeks and now I have to wait for them to send me an email so that I can sign a CV on proof of identity and there is no specific time for the email to arrive. and then they are going to tell me that I have to verify the cost and then they are going to turn me off as long as I take longer, it is not worth it

Thank you very much, Anna29, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Anna29!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Ok look yesterday they sent me a letter that I had to sign and I sent it signed but now I have to wait for them to verify it and notify me by mail and once they tell me that the letter is already verified I have to count 3 days for my deposit but it seems very unfair to me, they say that the verification takes 24 hours and then 3 days and my deposit would have been there since March 20. I sent all my documentation, I received an email about 3 days ago that my account was already verified but that is missing The letter that I sent this Friday is a bridge, so if they really are going to pay me and nothing else occurs to them, they would pay me until Monday, it would already be close to a month and it seems too unfair to me because they lie in time and only You answer you have to wait and it was all so that since yesterday they would have paid me the truth if they get to pay me I will never play again in you won game in others and win more and without problem they have paid me super well now I just ask that they comply with what that they put on their platform because one trusts them and they don't trust me to be able to play or they give me credit you want to play you deposit so at least we deserve that they comply with those who mention that they respect the times they put is everything and there are really excellent platforms where I I have played and this is the truth, at least I will never deposit a single peso again, thanks

Hello, good afternoon, I'm just writing to thank you, the casino just deposited my 45,000

Dear Anna29,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Pavel K

Casino Guru Team