ZENBET Casino - The player's verification is delayed.

Good days , dear Casino guru team.

Since 23.05.2022, I m waiting for verifying my account by ZENBET team.

You can see all messages at the attachments. I've been on hold for almost 8 months. They are not replying to my mails anymore.

They are saying : Thanks to. Your account is currently being verified. During the proceedings, your account is temporarily suspended in accordance with clauses 5.13-5.15. After the verification is completed, depending on the results, your account will be unblocked. The verification period lasts 60 days with the right to extend. Testing starts May 18th. You will have to wait until the end of the check.

5.13-5.15 rule is multiple account rule . But I never used another account and also anyone didnt used on my family or on some ip.

Please help me about that. My account ID is 1******

Hello alisadiqbey,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ZENBET Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is your account blocked? Which documents have been already approved and which ones not? Did you play sports betting or casino games there? Did you use any bonus in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank for your attention.

1) my account blocked in 18.05.2022

2) They didnt want from me anything except my ID. There is no document during on approval proccess

3) I played in casino no sports.

4) I didnt use any bonuses.

5) Last time of their replying was : 23.07.2022 ( Yes. Your account is being verified according to points 5.13-5.15 of the Rules. Please wait. )

Hello alisadiqbey,

Thank you 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. Meanwhile, please forward all the evidences and communication between you and the casino.

Wish you best luck resolving it.

Regards,

Nick

Hello, alisadiqbey,

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 ZENBET Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear ZENBET 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 unblock the account and complete the verification? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

Dear, Branislav. As you see, Zenbet is doing that for no reason. I think they will not reply to us

Dear alisadiqbey,

The casino representative contacted me outside the thread. He needed some additional data and details to be able to reply directly in the open thread, which I provided to him a while ago. However, the delay was also on my side. The casino should be able to reply directly here. Therefore, now I am extending the timer for the casino, and we will wait for its response. I sincerely hope it will comment on the complaint shortly.

Thank you for your patience and understanding.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days.

Please note this is the last call for the casino's reply. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating. At the end of the current timer, it will be 1 month from the moment we invited the casino to the thread. It is more than enough time to provide us with a relevant response regarding the player's issue.

Dear alisadiqbey,

Unfortunately, nobody has contacted us regarding the issue. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru