Elabet Casino - A conta do jogador foi fechada por 5 meses.

Hi, I created an account on Elabet with user [sensitive information removed by casino.guru admin], after winning 2298 euros my account was blocked by the operator and went under verification

They asked me for a whole series of documents that I have always provided, but promptly someone from support contacts me via email and asks me to always send the same documents even if I have already previously provided them, I attach this to the email.

I'm tired of me sending documents and they always ask for the same documents, it seems to me as if they do it on purpose or they are poorly organized, I want my account unblocked and to withdraw my money and I want them to hurry up because they are really slow, despite all the documents I provided them, my account has been blocked for 5 months already.

Attached I leave the fact that they asked me for a document, I sent it to them 4 days ago, and today they asked me for the same document. And it's been going on like this for months, they always ask me for documents that I have already sent.

Ciao, ho creato un account su Elabet con user [sensitive information removed by casino.guru admin], dopo aver vinto 2298 euro il mio conto è stato bloccato dall'operatore ed è andato sotto verifica

Mi hanno chiesto tutta una serie di documenti che io ho sempre fornito, però puntualmente via email mi contatta qualcuno dell'assistenza e mi richiede di inviare sempre gli stessi documenti anche se già in precedenza li ho forniti, vi allego questa cosa nell'email.

Sono stanco che io invio i documenti e li chiedono sempre gli stessi documenti, mi sembrano come se lo facciano a posta oppure sono male organizzati, voglio sbloccato il mio conto e prelevare i miei soldi e voglio che si diano una sbrigata perché sono veramente lenti, nonostante tutti i documenti che gli ho fornito è già da 5 mesi che il mio conto è bloccato.

In allegato lascio il fatto che mi hanno chiesto un documento, gliel'ho inviato 4 giorni fa, e oggi mi hanno richiesto lo stesso documento. E va avanti così da mesi, mi richiedono sempre documenti che già ho inviato.

Dear lucreziaa2690,

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you provided a bank statement where the deposit to the casino is listed among the transactions?

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,

Tomas

The documents I provided are:

1) Identity Card

2)Selfie with ID card in hand

3) Card statement

Yes I have provided all the requested documents as soon as possible and in the correct format

Yes I have provided a bank statement where the casino deposit is listed among the transactions

I documenti che ho fornito sono:

1)Carta d'Identita

2)Selfie con carta d'identità in mano

3)Estratto conto della carta

Si ho fornito tutti i documenti richiesti il prima possibile e nel formato corretto

Si ho fornito un estratto conto bancario in cui il deposito al casinò è elencato tra le transazioni

Thank you very much, lucreziaa2690, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear lucreziaa2690,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Elabet Casino representative to join this conversation.

Dear Elabet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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 lucreziaa2690,

I've received the following message from the casino:

Dear Customer,

Thank you for reaching out.

We would like to inform you that we are currently waiting for you to provide us with the bank information for the payout (communication reference number 26100612). Looking forward to your reply.

Best regards,

Elabet.it

Would you be able to provide the casino with your bank information?

Instead of withdrawing the amount, can't you just unblock my account?

Anziché prelevare l'importo non mi si può semplicemente sbloccare l'account?

Dear lucreziaa2690,

I am waiting for clarification, why the account has been blocked.

In the meantime, I would recommend you to cooperate with the casino regarding your withdrawal, to be able to receive it as soon as possible. Could you please confirm, if you have been able to communicate with the casino regarding your banking information?

I provided the IBAN with my name and surname to receive the money, now I'm waiting for them to send it to me

Ho fornito l'iban con mio nome e cognome per ricevere i soldi, adesso aspetto che me li mandano

When will my money be sent now that I have sent my IBAN with my name and surname?

Quando verranno mandati i miei soldi ora che ho inviato il mio iban con mio nome e cognome?

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 lucreziaa2690,

Could you please confirm, if you have received the withdrawal?

Thank you.

Dear lucreziaa2690,

I am still trying to obtain the clarification from the casino regarding the account closure.

Could you please confirm, if you have received the withdrawal?

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,

Mirka

Casino.Guru