HadesBet Casino - Dobici igrača još nisu isplaćeni.

I uploaded documents for verification purposes and the casino require a copy of my Applepay wallet showing my card. I have attempted to upload this and they say they have a technical issue. They do not offer any other way of sending documents which to me is ridiculous considering they have a technical problem. How long is it reasonable to expect this issue to be fixed?

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.

Dear Casbar1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi, thank you for your response. The thing is thet are making it difficult for me to verify documents. I uploaded and emailed all of the requested documents and the casino cancelled my withdrawal around 6/7 times. They stated I can upload screenshots, photos and pdfs. I took photos and screenshots of everything. The latest email from them is now asking for a bank statement even though I was told I could take a screenshot so I feel they are trying to avoid paying me. My VIP manager emailed me yesterday to confirm that she had checked my account and that I am fully verified and to wait for the payment to be processed. I attach two emails from the VIP manager and one email from the casino which clearly states I can upload screenshots or pdfs

Further I again tried to upload screenshots of my Applepay and succeeded however the details are automatically blocked out for security purposes. I cannot do anything about that. They are being unreasonable as they do not want to pay me. They only need ID, address and my bank card and my bank statement which I have asked my bank to produce as it was not up to date.

i attach another pathetic email. They’re incompetent. I don’t know how they run a business

also my balance is now £6000 and I want to withdraw most of it if all of it as I’m not sure I want to play on there again

I have a further update. I am fully verified now and have processed my withdrawal so hopefully this will. Go through.

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

Dear Casbar1,

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,

Karla