Dafabet Casino - La verificación de documentos del jugador se detuvo, bloqueando el retiro.

Basically, I deposited 150 euros into dafabet sport and played for a while. Now, it's been 2 months that I've been trying to withdraw my 277 euros but it's practically impossible. They ask for document verification; I send them, but get no response. I contact customer support and they always say the same thing, send the documents to documents@dafabet.com. If they have not been verified, it's because we haven't received anything.

I've sent them over and over again but it's practically useless, it's always the same merry-go-round and it's been almost 2 months already

Praticamente ho depositato 150 euro su dafabet sport e giocato per un pò, ora sono 2 mesi che cerco di prelevare i miei 277 euro ma è praticamente impossibile. Chiedono la verifica dei documenti io la invio ma nessuna risposta, contatto l'assistenza clienti e dicono sempre la stessa cosa invia i documenti a documents@dafabet.com se non sono stati verificati è perchè non abbiamo ricevuto nulla.

Li ho inviati e inviati un sacco di volte ma è praticamente inutile sempre la stessa ruota che gira e sono ormai passati quasi 2 mesi

Dear danielep924,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

As you may be aware, our website Casino.Guru exclusively handles complaints regarding online casinos, excluding those related to sports betting. However, given that this issue appears to be solely related to KYC verification, we will make an effort to assist you.

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 take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

In reality it seems more like a joke, the problem they say is that they don't receive my documents but I have sent the email more or less about ten times 😅

In realtà sembra più una presa in giro, il problema a loro dire è che non ricevono i miei documenti ma io ho inviato più o meno l'email una decina di volte 😅

They continue to refuse all my withdrawal requests and every time I contact the live chat it's always the same song send the documents and they will be approved in 24 hours if we haven't approved them it's because you never sent them.

And in these almost 2 months, as mentioned, I have sent them about ten times but it is now clear that their intention is only not to pay or to hope that in the meantime someone will play them and lose them

Continuano a rifiutare ogni mia richiesta di prelievo ed ogni volta che contatto la live chat è sempre la stessa canzone invia i documenti e verranno approvati in 24 ore se non li abbiamo approvati è perchè non li hai mai inviati.

E in questi quasi 2 mesi come detto li ho inviati una decina di volte ma ormai è chiaro che la loro intenzione è solo di non pagare o sperare che uno nel frattempo se li gioca e li perde

Thank you very much, danielep924, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Dafabet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Ok thanks so much for trying to help me

Ok grazie davvero per provare ad aiutarmi

Dear danielep924, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Dafabet Casino representative to join this conversation. 

Dear Dafabet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Thank you for reaching out with your concerns. I apologize for the inconvenience and frustration you've experienced during the withdrawal process. After reviewing your account, it appears that we are missing some essential documents needed to complete the verification process. Specifically, we require High-Level Verification (HLV) documents and a Proof of Address (POA).

Please submit these documents at your earliest convenience so we can proceed with your withdrawal request. If you need guidance on how to prepare or submit these documents, or if you have any other questions, please don't hesitate to contact us. We are here to assist you and ensure your experience is as smooth as possible.

I have already sent the documents many times but they say they have not received them and I have never received a response via email

I documenti li ho già inviati moltissime volte ma loro dicono che non li hanno ricevuti e non ho mai avuto risposta via mail

Dear Dafabet Casino, thank you for your reply. 

Dear danielep924, 

as per casino respond, you will need to send the required documentation to them. Please seek guidance from Dafabet Casino in case you are having difficulties submitting your documents.

Please understand, that know your customer (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. 

danielep924, please let us know whether the required paperwork was sent accordingly. 

Documents sent for the umpteenth time at this time to documents@dafabet.com

Documenti inviati per l'ennesima volta in questo momento a documents@dafabet.com

Dear danielep924,

thanks for the info. We will now wait for the casino to verify your documents. Please keep us updated about any progress.

Okay I'll keep you updated

Va bene vi terrò aggiornati

Dear danielep924,

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.

No news, I sent the documents but as usual no response from them

I do not know what to do

Nessuna novità, ho inviato i documenti ma come al solito nessuna risposta da parte loro

Non so più cosa fare

Dear danielep924, thank you for your reply. 

Dear Dafabet Casino , 

can you please explain what is going on? Is there anything wrong with danielep924 verification documents?

Looking forward to your reply.

Unfortunately we haven't received any documents. Please share them to documents@dafabet.com

I'm sorry but you have a problem with the email because I send the documents to documents@dafabet.com I sent them and not just once but more than 10, I don't understand why you don't receive them but from my email they were sent successfully

Mi dispiace ma avete voi un problema con la mail perché io i documenti a documents@dafabet.com li ho inviati e non una sola volta ma più di 10, non capisco perchè non li ricevete ma dalla mia mail sono stati inviati con successo

Dear danielep924,

will you be able to send the required documents to my email, please? I can then try to forward them to casino. My email is katarina.d@casino.guru.

Dear Dafabet Casino,

have you tried to check your spam or junk folder, please?

Hello danielep924,

We have received your email. Please be advised not to mirrored HLV.

Thank you!

Dear Dafabet Casino,

can you please advise what is your time estimate for the verification to be finished, please?

We have received the documents but unfortunately they're not readable and clear. It's advised to send them in the most clear way

Dear Dafabet Casino,

thank you for your reply.

Hello danielep924,

will you be able to resend your documents one more time in a better quality, please?

I have now sent the documents again to documents@dafabet.com and also to email katarina.d@casino.guru so you too can see that the documents are clear and legible

Ho inviato in questo momento nuovamente i documenti a documents@dafabet.com e anche alla mail katarina.d@casino.guru così potete constatare anche voi che i documenti sono chiari e leggibili

Hello danielep924,

Thank you for your email. I have received your verification documents.

Dear Dafabet Casino,

were the verification documents in a better quality this time? Is there anything else you might need, please?

Hello danielep924,

Could you please resend the email with attached non-mirrored copy of HLV?

Thank you!

Thank you Dafabet Casino for your reply.

Dear danielep924,

can you please follow casino's instructions? Please keep us posted about any new development.

I don't understand what you mean by mirrored copy of hlv

Non capisco cosa intendi per copia sottoposta a mirroring di hlv

Dear Dafabet Casino,

will you be able to provide more detailed information of how you need this picture to be taken, please?

Hello danielep924,

In order to process your documents appropriately, we will need you to send attached non-mirrored copy of HLV as I mentioned.

HLV not mirror copy means that the details of the ID should not be in reverse, so if you are using your phone camera kindly try to use the back camera lens, as the front always mirrors the photos.

Please let us know if everything is clear.

Thank you

The selfie photo was taken with the rear camera and the ID details are absolutely not reversed

La fotoselfie è stata fatta con la fotocamera posteriore e i dettagli dell'ID non sono assolutamente invertiti

Dear Dafabet Casino,

thank you for your explanation.

Hello danielep924,

I can confirm the pictures you sent me were not mirrored. However, to comply with the casino request, please take one more picture with your rear camera. Try to hold your ID closer to your face and maybe take it from closer distance this time.

Just sent the documents again to documents@dafabet.com and also to email katarina.d@casino.guru to verify

Appena inviati nuovamente i documenti a documents@dafabet.com ed anche all'email katarina.d@casino.guru per verificare

Dear danielep924,

thank you for the update. I confirm the documents were received.

Dear Dafabet Casino,

can you please share any new information?

Hello danielep924,

Please upload directly the document on the My Account page by logging into your account, for the support team to check.

Thank you,

Dafabet Casino

Documents uploaded to the section of the site, now let's see if they approve them

Documenti caricati nella sezione del sito, ora vediamo se li approvano

I also tried to request a withdrawal

Ho provato a richiedere anche il prelievo

Dear danielep924,

thank you for the update.

Dear Dafabet Casino,

was danielep924 verifications documents accepted, please?

Thanks so much for helping me solve this problem, my withdrawal has been approved and I have already received the money

Thanks again casinoguru

Grazie davvero per avermi aiutato a risolvere questo problema, il mio prelievo è stato approvato e ho ricevuto già i soldi

Grazie ancora casinoguru

Thank you, danielep924, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina