Everygame Casino Classic - El jugador tiene problemas para completar la verificación de la cuenta.

Won 1500Eur betting in sports and they keep asking for documents, saying the photos provided aren't alright, and never validate my account. Exactly the same thing that happened to me with 22bet (got scammed of 600 euro this way) is happening here at everygame.eu.

Take several days to answer each email, and keep saying your documents are not right, just to try to make you quit.

Dear tds255,

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 have you 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?

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,

Kristina

They are always asking for new things and take several days to answer each email, first they asked proof of address and identification, which I sent. Then when i went to their chat, they said the proof of address needed to be in english (which i cannot get because i am portuguese and don't have official documents in english). I told them to translate my documents, and now they are telling my proof of address isn't the same place as my address, which is not true (maybe they don't know how portuguese addresses work).

Right now I am waiting for new answers, but very worried of getting scammed of that much money.

I deposited 500 euros there, even if they don't pay me everything i won, at least i need them to give me my money back.

Thank you for trying to help, and sorry if my english isn't the best. Waiting for further advances with the everygame casino, and I hope you can help me solve this problem.

Regards

Thank you very much for your reply, tds255. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear tds255,

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'm sorry for the late response, they finnaly verified my account after 3 attempts and 2 weeks later, now I tried to withdraw my money and they asked for more documents. I sent them and I hope they aren't doing this just to waste my time and keep my money.

Thanks for the assistance, I will keep in touch in this thread to inform if they give me my money. If they keep asking for more documents, as they did the last weeks, I will send all the conversations I made with them to you.

OK, please keep us informed about any further developments so we can proceed with this complaint accordingly. Thank you.

Dear tds255,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.