TenBet Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

They ask for documents for verification to complete withdrawals but they continuously say there’s delays and do not do it

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly. Stay safe.

Dear player,

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. 

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were your documents accepted or rejected by the casino?

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, 

Natalia

Dear Hodor,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru

We’ve reopened this complaint at the request of Hodor. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We have received the following message from the player:

Hello,

apologies for the late response. Made a £20 deposit and then I had a £20 bonus too. It stated I must wager £600 to be able to withdraw the bonus money. I done then which lead to the bonus funds turning into cash on their website and then after having £200 in my account I tried to make a £120 withdrawal. I successfully completed the verification steps which they took weeks to look at and then after 17 days they finally looked at my withdrawal request which they declined. Their reasoning is some of my bets were less than 2.0 odds. They wiped out all of my winnings even though it was titled as ‘cash’ and not bonus funds.

Dear player, could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Sports betting

Thank you for your reply. I apologize, but if you have only placed bets on sports betting and your winnings were confiscated, the casino may have detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Regards,

Natalia