10bet Casino - La cuenta del jugador ha sido cerrada.

Hello. My name is Matthew. I've created account on 10Bet. My login is [hidden by Casino.Guru]. I made deposit 200 CAD and after I've got a welcome bonus. I've fulfilled all the bonus requirements and after I've requested a withdrawal 2087 CAD. My withdrawal request was declined and casino has requested a verification of my account. I submitted all the required documents, but for some reason, the casino rejected my proof of address photo three times. Eventually, they accepted it. Then, 24 hours later, the casino requested that I upload another document. I sent them my driver’s license. Another 24 hours later, the casino blocked access to my account and sent me a message claiming that I had violated one of their rules.

However, I strongly believe that my account was closed in error, as I do not fall under any of the listed criteria mentioned in their Terms & Conditions. I have:

Only one account with 10bet;

Provided accurate and truthful personal and financial information;

Not used any VPNs, proxies, bots, or third parties to access or use my account;

Complied with all bonus terms.

Please help me, dear Guru Casino Support team. Best Regards!

Dear teawat96,

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 when you created your account and when the verification process started?
• Could you clarify what documents were requested and which ones were ultimately accepted?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have you made any successful withdrawals at this casino before?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for your response. I fully understand the importance of the KYC process and appreciate the need for thorough verification.

In my case, the only issue the casino raised was related to the quality of the photo of my utility bill. However, there were no objections or concerns regarding the photo of my identification document. This is not the first time I’ve gone through a verification process. I have verified my identity with other casinos before without any issues. In fact, in most cases, other casinos processed withdrawals without requiring full verification.

1. I created my account on June 10, and the verification process began on June 19.

2. I initially provided my passport and a utility bill as proof of address. Later on, the casino requested an additional document, and I submitted my driver’s license as well.

3. Yes, of course.

4. No, this is my first withdrawal at this casino.

Thank you for your attention.

Thank you very much for your reply, teawat96. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, teawat96, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, teawat96!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear 10bet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

teawat96, can you please send all the documents you have submitted for the verification to my e-mail: pavel.k@casino.guru?

I've sent them to you.

Dear 10bet Casino, have you considered to do a video verification with the player?

Good day, Pavel.

I still haven’t received any response from 10bet. After reviewing complaints from other players on different forums, it seems that 10bet Casino has recurring issues with the account verification process.

If, for some unclear reason, the quality of a photo doesn’t meet their requirements, the account gets blocked immediately. Even here on CasinoGuru, there are similar complaints - after submitting documents, the account was closed.

It gives the impression that 10bet might be experiencing some minor issues in their verification process, which could be leading to mistaken account closures.

teawat96, can you, please, send me the video where you hold your driver's license and show it from different sides. Please, make sure that all info on the card is clearly seen, so make a pause for a couple of seconds while holding the card in form of the camera. It is not necessary that you are in the same frame as the card for the whole video, but I would appreciate if you would show that it is you who is recording at the beginning of the video. You can send it to the same e-mail pavel.k@casino.guru. Thank you!

Hello Pavel. I've sent video to your e-mail.

Thank you very much! This is enough for us to believe that your documents and photos submitted are legit, so we just need to wait for the casino's reply.

Dear player, I have sent you further e-mail.

Dear teawat96,

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,
Pavel
Casino.Guru