iBet.com Casino - Igrački račun ostaje blokiran više od dva meseca.

They block my account for more than over 2 months.

They ask me the impossible documents and still i take time and provide them every single document.

I send them daily over 20 emails to solve this.

All I get as response is: ''we review your document and come back to you as soon as possibe''

It's been over 2 months and more than 400 emails was sent. I really need the money it caused me a lot of problems and even made me thinking suicidal.

I told them and still they say its under review.

Can you support please?

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 PlayerMalta,

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 can 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. 

• Could you please provide which games you focused on - slots, live casino, sports betting, etc.?  
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Jean

I never bonus, so no bonus was involved in this.

I played live roulette and sport bets.

I understand the verification can take some days but more than two MONTHS is ridicilous.

I need the money very urgently and I need to pay rent and live. It makes me sick and I need my money.

They don't give any update and they keep asking document after documentn and I provide them every single document and still they dont reply or give an update or release my money.

Please support me here

Thank you for your reply.

• Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 
• Has the casino indicated that there might be a problem with approving specific documents?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at jean.s@casino.guru or you can post screenshot here.

Thank you for your patience and cooperation.

I sent every possible document you could imagin

selfie

selfie with ID

ID front - back

Bankstatement

proof of adress (utility bill)

proof of wealth

quationaire request (I think for responsible playing)

Multiple proof of wealth

Bankstatement from 2 banks

bankstement from last 3 months

bankstement from last 6 months

Certificate of bank

Now the blocked my account and closed my account and they not reply to me anymore

Instant end hat when I try to talk with them via live support

Please provide the full timeline of events so we can assess the case accurately. Specifically, when did the KYC verification process begin, and on what date was your account blocked?

You mentioned that the casino repeatedly requested verification documents. How were these requests communicated to you? If they were sent by email, please forward those messages to jean.s@casino.guru.

You also noted that the casino often replied with statements such as "we review your document and come back to you as soon as possible." Please forward those responses as well.

Thank you for your cooperation.

Dear PlayerMalta,

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.

I just forward one of the thousands email.

Please let me know what else do you need more exactly

Dear PlayerMalta,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear PlayerMalta,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite iBet.com Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. I am sorry I could not be of more help on this occasion.