Sportiumbet Casino - Player’s struggling to complete the account verification.

They do not want to pay me, send me all the information, my account is verified, even so, they ask me for information on the card that is already validated, only that it is digital, but it is the same, they put obstacles in your way not to pay, they ask me for a digital card account statement and those are not they give account statements since it is an extension of the digital one which I already sent and even so they do not want to validate my withdrawal they had already paid me a smaller amount once, now that it is a little more they ask me for things impossible to obtain

Dear erick90pop,

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 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

If I already present all the documentation, my account is verified, but they also ask me for an account statement of my digital card that obviously there are no account statements of digital cards, and send another account statement of the physical card where the number of the digital card comes which is what matters and makes it known that the card with which the payment is made is an extension of the physical one and it is mine, which they already have information with, it was the one used to verify my account. The issue here is that they ask me for something impossible to do. an account statement of a digital card which there is not, they do not give you and first they had asked me to send a photo from the digital card app to confirm that it was mine I send it and they answer me that it is not enough that they need an account statement , that there is no account statement as I have already reiterated because it is digital. The issue here is that my account is already verified and they already have all my information, identification statements, statements with which I have made the payments, but even so they ask for something that is impossible to obtain so as not to pay me.

Thank you very much, erick90pop, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

I really appreciate it because now the casino no longer responds to my emails or calls.

Hi erick90pop,

I've just reviewed your case and fully understand your concerns about the difficulties connected to the verification of your cards. I will contact the casino in order to help you with this issue. Can you please specify what is the digital card you're required to verify?

Dear GANABET CASINO, I'd like to invite you to join the conversation and participate in the resolution of the complaint. Could you please explain what kind of digital card statement you require? Can you please confirm that the player has already made a withdrawal before and that the documents related to that request have been approved? What were these documents the last time?

Best regards,

Natalia

Of course, if I attach the digital card from my app, it is the one that is asking me for account statements, which do not exist since it is digital and it is an extension of the 3090 termination that is already verified. I also send them my photo of my physical card separately. I have emails from them where they only request the photo of the digital card and after sending it they ask me for a statement of account well I hope they help me since the casino no longer answers my emails or my calls or they hang up on me

We would like to ask the Casino to reply to 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’.

They should change the rating of this casino since it does not pay on their social networks they deleted the messages of all the people who publish them due to lack of payment I was guided by their article where it says that they have no problems paying and it is a reliable casino now Not even this page can be trusted since they recommend the casino and in their publication it says that they pay but this is not the case, this casino is a fraud.

Hi erick90pop,

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

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

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

Regards,

Natalia