Upbet Casino - El retiro del jugador se retrasa debido a problemas con el proceso KYC (Conozca a su cliente).

I staked Flannm OLYMPIC in UPBET and won after many attempts 1,982,142 and 1,682,142 but I was asked to do KYC to enable me draw the winning.

All efforts to submit KYC proved abortive. Nowhere to submit it. No email support or link to the support group.

I will be grateful if you can link me up to the support or the email to enable me submit my KYC.

Thanks

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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. 

Have you tried reaching out to the casino's customer support via email at support@upbet.com? Could you please attach a screenshot of the verification tab in your account?

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, 

Attila

I have today sent email showing my KYC documents to support@upbet.com unfortunately the mail was returned UNDER DELIVERED .

Sir why is it difficult to get them in contact?

Best regards

Dear practical-6,

Thank you for your reply. Could you please share the undelivered email? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please attach a screenshot of the verification tab in your account as well?

Thank you for your patience and cooperation.

Dear practical-6,

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.

Mr Attila replied to my email and forwarded link to get the support of UPBET casino as support@upbet.com .

Unfortunately the email was returned UNDELIVERED.

See the screenshot below

Sorry no way to send the screenshot but allow me to use separate message to accommodate screenshot.

Thanks

I sent message to Attila the complaints specialist who gave his email as attila.g@casino.guru was also returned UNDELIVERED.

No way to see the screenshot link.

Why is UPBET difficult to reach

Why is the complaints specialist difficult to reach with email returned UNDELIVERED.

Why can this interfere not including link to see screenshot?

Best regards

Dear practical-6,

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, Samuel (samuel.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,

Attila

Dear practical-6,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Upbet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Upbet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

I have to thank you for your efforts.

Actually I staked and lost but eventually won on Casino Flaming Olympic on two occasions. 1.6 and 1.9 screenshot already forwarded. ( local currency)

The system demanded KYC which is very essential but I have thought perhaps it's to ensure the winning is not paid to wrong person, the government identity with his photo should be sufficient to prove the identity of the individual.

Let UPBET show where to insert thus information .

Thanks and God bless.

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.

Hello practical-6,

thank you for your update and additional explanation.

Before we proceed further, I would like to clarify a few additional points to better understand the situation.

I noticed that the disputed amount in the complaint was entered in Nigerian currency. Could you please clarify where you are currently located and whether you used any VPN or location-changing service while accessing the casino? If possible, please provide screenshots that may help confirm this information.

I would also like to ask when you registered your casino account. Please provide a screenshot showing the registration date if available.

Additionally, I would like to ask how exactly the casino contacted you regarding the KYC verification process. Did you receive any email, popup notification, live chat instruction, or request inside your casino account explaining how and where the verification documents should be submitted?

Please share screenshots or copies of all communication related to the KYC request as well.

Thank you in advance for your cooperation.

Dear practical-6,

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,
Samuel
Casino.Guru