MoneyBet Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Listen, I'm trying to complete the identity verification process at this casino. I sent them my international passport and proof of residence, but they stopped responding to my emails. Please help me withdraw my money.

слушайте, я пытаюсь пройти проверку личности в данном казино, я отправил им паспорт зарубежный, подтверждение адреса проживания, они перестали мне отвечать на почте, помогите мне вывести мои деньги

Dear GODENKOR, 

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 take 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 did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have you made sure that the identity information on your documents matches the data you submitted to your casino profile?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I sent them my passport on November 13, my account is still not verified. They processed 1 withdrawal, but to withdraw the rest you need to verify kyc, but they are in no hurry to confirm it, although a month and a half has passed.

я выслал им заграничный паспорт 13 ноября, моя учетная запись все еще не подтверждена . они обработали 1 вывод средств, но чтобы вывести остальную часть нужно подтвердить kyc , но они не торопятся его подтверждать , хотя уже прошло полтора месяца.

Apparently they are looking at your complaints and decided to approve verification after 2 months and give you the money. You can close the issue with them, they solved the problem.

видимо они смотрят ваши жалобы и решили все таки одобрить верификацию спустя 2 месяца и отдать деньги. можно закрыть вопрос с ними, они решили проблему.

Dear GODENKOR,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru