Linebet Casino - A conta do jogador permanece não verificada.

I’ve been trying to verify my Linebet account for months and the process doesn’t seem to move forward.

Here’s what happened:

1. Linebet asked me to send photos of the documents I used during registration. I sent them.

2. After that, security team asked for a selfie holding my ID next to my face, with the background showing I’m contacting the security department. I sent that as well, following the exact instructions.

3. Since then, my account is still unverified. Customer support only replies robotic messages and gives no timeline or reason for the delay.

Note:

19 March 2026 (12h12min): Linebet asked for the document present in my account

19 March 2026 (12h38min): I send the document to Linebet

19 March 2026 (13h04min): Linebet asked me to send the same document as a selfie

25 March(14h39): I send the same document in my hands as selfie to Linebet

Linebet refused to verify my account: I sent them the same document they previously approved in a selfie.

They can't say what's wrong with my selfie. Everything is clear, my face, the PC, the Email, the approved document.

Finally what do they want from me?

Case reference: 909258787

Account Balance: 698000 XAF (120 USD)

If anyone from Linebet support sees this, please check my case.

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.

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Dear Boularous,

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 can 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 accumulated your winnings with or without an active bonus?
• Were you able to send a photo of the original document like the casino instructed on March 25, 2026 as the photo below is just a copy and not an original document? Please also procure a document that is valid to the present date.

• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru after March 25, 2026? If it’s more convenient, you may also post screenshots here.

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

Best regards,

Jean

1. Yes, I used a bonus. But I deposited my money too. They can keep their bonus and pay me back my deposit money.

2. All emails are already added to the first post. Can you check there instead.

3.

The document is sent to Linebet is the one listed on my account.

It’s a temporary identity document issued by the government while waiting for the permanent ID.

I also have the permanent ID, the one the government gave me after the temporary ID.

BUt the number on the permanent ID is different from the one listed on my account.

Should I submit that one instead?

The casino mentioned that they wanted the original document on March 25.

The attached file with your correspondence with the casino is only up to March 25, 2026. Did you contact the casino after March 25? If so, please forward me the complete email threads containing your communication with the casino's customer support. Please do not send screenshots, but the original, uncropped email messages instead.

İ am just telling you that this is the temporary document that is stated in my account.

The issued permanent İD card holds a different number. Even Linebet asked for the document that is registered in my account. Please see the attached email.

Do you think i should send the issued permanent İD card even if it holds a different number?

No i did not talk with them after march 25.

İ have sent all the last emails to jean.s@casino.guru.

Dear Boularous,

Thank you for your reply and for providing the additional clarification.

After reviewing the information available, it appears that the verification process could not be completed because the casino requested further documentation, but they did not receive a response after their last email.

You explained that the document registered on your account is a temporary ID and that you have since received a permanent ID with a different identification number. In situations like this, it is important to keep the casino informed. The best approach would have been to reply to their last email, explain that the temporary document has been replaced, and provide both the temporary and permanent IDs so the security team could verify the connection between the two documents. Even if the permanent ID has a different number, the casino's security team can assess the documents once they receive the explanation.

Please understand that the verification process is a two-way process. While the casino is responsible for reviewing the submitted documents, it also relies on the player's cooperation. Without the requested information or a response to their questions, the casino is generally unable to complete the verification and approve withdrawals.

At this stage, I encourage you to contact the casino's security department by replying to their last email. Explain your situation, submit the requested documentation, and include both your temporary and permanent IDs if possible. This will give the casino the information they need to continue reviewing your account.

I hope the casino will be able to resume your verification once you provide the requested information, and I look forward to hearing whether this helps move the process forward.

Dear Boularous,

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,
Jean
Casino.Guru