BetRebels Casino - Solicitud de retiro del jugador ignorada por el casino.

i have provided everything they have asked for. Have passed the KYC. now they are just ignoring my emails, this is very frustrating.

Dear pay4hw,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetRebels Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please list which documents you have already provided for verification 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?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi

i have sent all the kyc documents. My drivers license, passport, my face with drivers license with the laptop showing transcript . I have sent everything they have asked for, the only thing they are making an issue is the Jeton, they want proof of deposits. I have provided multiple times and Jeton confirmed that it’s correct.

I attached the email trail I had with them, please take a look.

thank yoU

ilan

Thanks for your messages.

Could you please explain what is the period of transactions the casino requested? Are there any obstacles for you to send the list of transactions the casino specified?

I'll await your reply.

Yes I have sent them last 6 months , now they asking for 6 months sent individually with the name at the top which is not possible as I scroll down the name disappears .., they just keep asking for more and more . Making this super difficult. It took 30 secs to deposit … impossible to withdraw .

Thank you very much, pay4hw, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi pay4hw,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your documents. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear BetRebels Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is exactly requested from the player and why the ordinary bank statement was not sufficient enough for verification purposes?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Hi pay4hw,

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. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia