Azurebet Casino - O jogador não consegue concluir a verificação para retirada.

I can't withdraw funds because I can't pass the verification procedure. The system rejects my documents, passport and driver's license. Casino support can't tell me why the documents were rejected. They say try again and again and again. In the end, I still couldn't pass the Kyc. I uploaded my passport twice and my driver's license once. They told me to contact support Kycaid. I wrote the Kycaid.support my problem, but I haven't received an answer yet.

Dear mih0,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Azurebet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please provide the exact date of your initial verification request?
• Are your documents current and valid?
• Have these documents been successfully used for verification purposes at other casinos?

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

Best regards,

Katarina

Inspection date - 05/13/2025. Yes, my documents are current and valid and yes, I have been checked with my documents at other casinos.

Dear mih0,

thank you for your response.

• Could you please provide the exact date of your registration?
• Could you please forward the documents you have submitted for KYC procedure to my email katarina.d@casino.guru?
• Do you have any communication with casino (emails, live chat transcripts or screenshots) regarding this matter? Could you kindly forward those to my email as well, please?

Looking forward to your reply.

Katarina

I answered on the email.

Dear mih0,

thank you for your email.

I have reviewed the documentation provided and noted that the driver's license presented appears to have expired on August 9th, 2024. Would you be able to provide a current, valid driver's license for verification purposes?

Looking forward to your reply.

Katarina

Dear mih0,

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.

My driver's license is valid until 2027, I can provide the law according to which this works, I wrote to their support service about this, but I have also already contacted the relevant department so that they would issue me a new document with an updated validity period.

Dear mih0,

thank you for your message.

Could you please share the rule according to which your drivers license is still valid?

Looking forward to your reply,

Katarina

I have an update. I renewed my driver's license, sent it to them, along with that I also sent a video and a document to confirm the address. Now I'm waiting for a response on the verification for the third day.

A week has passed, every day they answer something like: we will check soon, we will check soon, we will check in the near future.

Dear mih0,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Could you also share you new drivers license with me?

Looking forward to your reply.

Katarina

I replied in a letter. There is the last chat correspondence and a driver's license. Yesterday I also wrote to them, they answered the same thing, that I should wait.

Thank you very much, mih0, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.

I understand you, okay, I'll wait.

Dear mih0,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Azurebet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Azurebet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

I don't have any updates at the moment, the check is still going on, support hasn't responded to me with anything new.

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 mih0,

I will try to contact the casino one more time outside this thread.

Please allow me some time to hopefully get a response.

Thank you.

Respectfully,

Romi

Dear mih0,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi