Bilbet Casino - A retirada do jogador está atrasada devido à solicitação de verificação.

I deposited 10000 and 11000 to my gaming account and I won approx 71000 and I withdraw amount of 27000 but when I try to withdraw my remaining funds the gaming company ask for my details for verification.

I submitted all the details for verification on 14th March but the gaming company didn't sent any message after that.

Please help

Dear kumardhiru246,

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 take KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I would recommend that you wait for a few more days so that the casino has enough time to review your documents. If there is no development within a week, please get back to us and we will intervene.

Thank you in advance for your reply.

Best regards,

Kristina

Its already been 7 days since i sent all the documents to bilbet verification department.

But there is no update from the team till now.

When I chat with the customer care they tell me to wait only.

I am very need of my funds that is in my gaming account.

Please help me casino guru.

I sent the screenshot of my chat with the customer care.



Thank you for your reply, kumardhiru246. Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I sent my national id card pic of both sides, my selfie with my id card and my bank statement pdf on 14th of March.

After that they want one more thing my paytm page that shows my details that I sent on 22nd of March but there is no update from them about my verification.

And yes I sent them all the documents they want as soon as possible.

Please help.

Thank you.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent all the relevant conversation and documents to your mail kristina.s@casino.guru and I want you to please help me in verifying my account because I sent all the documents they want on 14th March and again they demand documents after 8 days on 22nd March and again they demand a new document today on 31st March.

Literally they are harassing me in this verification process.

Please help me in verifying my account.

Thank you.

Thank you very much, kumardhiru246, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, kumardhiru246! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

Today I am not able to login in my bilbet account.

And when I try to enquire about the issue they told me that my account is blocked.

I came to play at the bilbet from trustpilot where the bilbet rating is very good.

I think there is some misunderstanding during my verification process or they are fraud people who didn't want to give me my funds.

I request you casino guru to please help me to get my funds.

Thank you.

Here is the screenshot of my chat with the customer care of bilbet.

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 Comoros Gaming Authority via the "File a complaint" field on the badge page (https://verification.anjouangaming.org/validate?domain=bilbet.com&seal_id=014174dc92770bbc1ba9ca64c406e08df2cea10d0da85f865f51b6e2c3925ff0697befea00f050a0410d03e26c0a1f3d&stamp=dee2afbfcf9cf50db4b68cdb90953c99) 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 (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski