Sportsbet.io Casino - Player’s withdrawal delayed by account verification process.

Hello.

My name is Irina. My username in the casino is Yimsodar.

I am a client of Sportsbet casino for about 5 months.

Everything was always good, I did not feel problems with this casino.

However, at some point I could not withdraw money from the account. I was asked to verify my account - I successfully did it.

After that, I also could not withdraw money from the account. By e -mail, I was asked to go through another verification - I successfully passed it too.

Then I was asked if I opened any other accounts - I replied that I did not, because I have one account in this casino.

Then I was asked what connected attitude I have to a certain account and indicated the user of this account - I replied that I had no connection to it, since I have one account in the casino.

After that, Sportsbet asked me to wait 5 days to get an answer in my situation. However, more than 5 days have passed, Sportsbet still does not answer by e -mail, although I wrote again after their last answer.

I believe that Sportsbet deliberately delays the verification of the account and does not want to pay me my winnings.

I have never created any accounts except mine. I do not need more than one account. I have never passed the verification in this casino earlier, Sportsbet knows that I have only one account in the casino.

Please accept my complaint. No one can help me besides you.

Dear yimsodar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Have you received any notification about successful account verification?
• 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 can’t know anything about the neighbors, but no one from my family opened an account in this casino.

The device and email belong to me.

My winnings were accumulated without a bonus.

I have not yet received notifications about successful account verification.

Hi yimsodar,

• Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru, please?

Thank you.

Hello. I sent you an email

Hi yimsodar,

Thank you for sharing the forwarded communication. I've noticed that there was a recent request to change your registered email address in the casino. Is my understanding correct?

• Could you please inform me of the reason behind the need to change your email address?

Looking forward to hearing from you.

Dear yimsodar,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.