FeliceBet Casino - El retiro del jugador se retrasa debido a problemas con la documentación.

The casino is not accepting my documents to verify my account and to withdraw money. It's been two weeks and I've been putting it off. I have doubts. I want my money back.

il casino non accetta i miei documenti per verificare il conto e per poter prelevare, sono passate due settimane in cui continuavo a rimandare, ho dei dubbi, rivoglio i miei soldi

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did you submit to the casino that are still pending verification?
• Have any of your documents already been approved by the casino?
• Did the casino specify any reason why certain documents could not be verified? If yes, what instructions or recommendations did they provide for making them acceptable?
• What types of games did you play in order to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I sent my ID, proof of residence, and proof of payment. I don't know if any of the documents were approved. They just said to wait and they'll check, but it's been two weeks and I haven't heard from them. I've been playing soccer and casino games.

ho mandato carta identità, prova di residenza e prova di pagamento. Non so se qualche documento è stato approvato, loro dicono solo di aspettare e che verificheranno ma sono già passate due settimane e non ricevo loro notizie, ho giocato a calcio e casino

Thank you for your reply.

Please forward the documents you submitted to the casino for the verification of your account to veronika.f@casino.guru. Kindly include the full communication between you and the casino customer support regarding their document requests, as well as any other evidence that may be relevant to the investigation of your complaint.

I appreciate your time and cooperation.

Documents sent by email, let me know

Documenti inviati tramite mail, fatemi sapere

Dear Picopocoo777

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Picopocoo777,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

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 Picopocoo777,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S