Betwarts Casino - Povlačenje igrača je odloženo zbog verifikacije naloga.

Hello,

I won €7,900 at Betwarts Casino on November 24, 2025. I played with a bonus, which was fully wagered. €1,400 was paid out to me. On December 9, 2025, I received a message stating that I needed to verify my account, and I submitted the documents that same day. Since then, nothing has happened. The documents are still being reviewed, and when I contact support, I only receive vague, standard replies.

The KYC department is not responding to my inquiries about when the verification will finally be completed.

Hallo,

ich hatte am 24.11.25 7900€ im Betwarts Casinos gewonnen. Ich habe mit Bonus gespielt und dieser wurde komplett umgesetzt. 1400 € wurden mir ausgezahlt. Am 09.12.25 erhielt ich eine Nachricht das ich mich verifizieren muss, die Unterlagen reichte ich noch am gleichen Tag ein. Seit dem ist nichts mehr passiert. Die Unterlagen sind immer noch in der Überprüfung und auf Anfrage beim Support wird man leider nur vertröstet und erhält Standardantworten.

Die KYC Abteilung antwortet mir nicht auf meine Anfragen wann die Verifizierung endlich fertig ist.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem being experienced. Please allow me to ask a few questions to clarify the situation.

• When was the last time the casino communicated regarding the verification of the account?
• Please forward the documents that were submitted to the casino for verification to veronika.f@casino.guru.

If any specific documents were requested again or rejected by the casino, please include this information as well, as it may be relevant for further evaluation.

I hope we will be able to help resolve this issue as soon as possible. Thank you in advance for the reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

The review was requested on December 9, 2025, and the requested documents were submitted by me for review on the same day.

Hallo,

die Überprüfung wurde am 09.12.25 angefordert und die angeforderten Dokumente wurden am gleichen Tag von mir zur Überprüfung eingereicht.

Hello Zippex83,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was out of the office.

Could you please confirm whether you have sent any of the evidence I previously requested to my email address? At the moment, it appears that I have not received any messages or attachments from you.

If you have already sent the documents, kindly let me know when they were sent and from which email address. Otherwise, please forward the relevant evidence (emails, screenshots, chat transcripts, or other documents) to veronika.f@casino.guru so that we can continue with the investigation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Zippex83,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika