Cirusbet Casino - La verificación de la cuenta del jugador se retrasó y el soporte no responde.

No verification of documents, for over 5 months. Support also does not respond via email and chat even after 5 months. Therefore, withdrawal is impossible.

Keine Verifikation der Dokumente, seit über 5 Monaten. Support antwortet auch nach 5 Monaten per E-Mail und Chat nicht. Auszahlung somit unmöglich

Dear Zontaxy,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with the verification process and withdrawal from the online casino.

To help us better understand and address your issue, could you please provide some additional information?

• Could you specify the exact dates when you submitted your documents for verification?
• What types of documents did you submit for verification (e.g., ID, proof of address, payment method)?
• Have you received any communication or updates from the casino regarding your verification status? If so, could you forward any relevant communication to petronela.k@casino.guru?
• Have you tried contacting the casino’s support team via any other methods (e.g., phone, social media)?

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

Hello,

All required documents were uploaded on December 18, 2023, some twice within the following weeks.

Documents submitted included: identity card (front/back) and proof of address.

Unfortunately, I never received a response to my emails. Whenever I attempted to make withdrawals, I received an email stating that my request had been declined and that I would need to verify my identity before requesting a withdrawal.

Unfortunately, there was no other way to reach the support team. Even an email to the specified "parent company" was unsuccessful; the email returned with a message from my provider stating that it could not be delivered.

Best regards,

Zontaxy

Hallo,

alle benötigten Dokumente wurden am 18.12.2023 hochgeladen, einige doppelt innerhalb der Wochen darauf.

Eingereichte Dokumente waren unteranderem: Personalausweis (Vorder-/Rückseite) und Adressnachweis.

Leider habe ich auf meine E-Mails nie eine Antwort erhalten. Bei versuchten Auszahlungen erhielt ich je eine E-Mail, dass diese abgelehnt wurden und ich mich erst verifizieren muss, um eine Auszahlung anzufordern.

Leider gab es keine Möglichkeit, das Supportteam auf anderem Wege zu erreichen. Auch eine E-Mail an die angegebene "Überfirma" war erfolgslos, die E-Mail kam zurück mit der Nachricht meines Providers, das diese nicht zugestellt werden konnte.

Mit freundlichen Grüßen,

Zontaxy

Thank you very much, Zontaxy, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Zontaxy,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Cirusbet Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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.

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. 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 might 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. In the meantime, I recommend you contact the Antillephone N.V. Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru