Bet4Slot Casino - El retiro del jugador se retrasa debido a la verificación de la dirección.

Hello, I have been waiting for three weeks to be verified.

My ID and a selfie have already been verified, but my address verification is not being processed.

I've been waiting for this to happen for 12 days.

I uploaded the document required by the casino, but it simply won't be reviewed and approved.

As a result, I cannot make a withdrawal

Hallo, seit insgesamt drei Wochen warte ich darauf, dass ich verifiziert werde.

Mein Ausweis und ein Selfie wurden schon verifiziert, aber meine Adressverifizierung wird nicht bearbeitet.

Seit 12 Tagen warte ich schon, dass diese durchgeführt wird.

Ich habe das vom Casino geforderte Dokument hochgeladen, aber es wird einfach nicht geprüft und genehmigt.

Infolgedessen kann ich auch keine Auszahlung tätigen

Dear xSerious169,

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 you have already provided and when you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Are your documents still under review or have any of them already been explicitly rejected/approved?

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.

I have already verified my ID and a selfie.

The address verification is still missing; I uploaded a bank statement 13 days ago and have already sent it twice by email.

This has been under review for 13 days. There's been no response to emails or live chat.

According to the LCB, the casino will be closed.

I'm really scared of not getting my €3,600.

Ich habe bereits meine ID und ein Selfie verifiziert.

Es fehlt noch die Adressverifizierung, da habe ich vor 13 Tagen ein Bank Statement hochgeladen und schon 2 mal per Mail gesendet.

Dies ist seit 13 Tagen in Prüfung. Auf Mails und im live Chat kommt keine Antwort mehr.

Laut LCB wird das Casino geschlossen.

Ich habe echt Angst, meine 3600€ nicht zu bekommen.

Can you please respond and take care of this while this casino still exists and there is any way to contact them?

Könnt ihr bitte antworten und euch darum kümmern, solange es dieses Casino noch gibt und irgendeine Möglichkeit, es zu kontaktieren?

Thank you very much for your reply, xSerious169. 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.

Completed

Erledigt

Thank you very much, xSerious169, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear xSerious169,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bet4Slot Casino representative to join this conversation.

Dear Bet4Slot Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Dear xSerious169,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova