Player’s struggling to complete account verification.

This bookmaker, called sportsbet.io, did not respond to my letters for more than two weeks for 2 weeks, after which they wrote to me to upload their documents to verify the account, the documents were uploaded immediately after their request. The next day I wrote to them in a chat how I can find out about the verification process and what stage they are at, to which they replied "Your account is limited by our team to ensure the safety and security of players, withdrawals and bets are not possible." After that, I again wrote them more than one letter and they no longer answer me, I decided to write a complaint to the company that issues them a license ..

Dear graphava0010,

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.

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

Lastly, could you please advise the correct URL link through which you enter the casino website?

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

today, after letters to all well-known boomekers, including you and the company that gives them a license, they answered me, sent me a link to pass the verification video, I passed it, they wrote that it was successfully completed wait for a reply to the mail, the first good news in 2 weeks. Now I'm waiting for another answer from them. thanks for the help

Thank you very much, graphava0010, for the update. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed and forward me the correct casino website link/URL. I'd like to set the casino's name correctly.

Hello graphava0010,

Have there been any developments since our last conversation?

Dear graphava0010,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.