SpiderBets Casino - A conta do jogador foi bloqueada devido a atraso no processo de KYC (Conheça Seu Cliente).

I am submitting a complaint against SpiderBet Casino due to an unreasonable delay in account verification (KYC) and complete lack of communication.

My SpiderBet Casino account has been under KYC verification for 16 days. A verification pop-up is blocking my account, and I am unable to access or withdraw my funds.

During these 16 days, I have sent multiple emails to both the Support Team and the KYC Team of SpiderBet Casino, but I have not received a single reply. There has been no response, no update, and no explanation.

I have already submitted all required KYC documents multiple times.

Additionally, I have successfully completed KYC verification on their sister casino, Thrillsy.com, and I have already made a successful withdrawal from that platform. This clearly proves that my identity documents are valid and verified within the same casino network.

Despite this, SpiderBet Casino continues to block my account without justification and without responding to emails. I believe this behavior is unfair, unprofessional, and against responsible gambling and licensing standards.

I respectfully request CasinoGuru’s assistance to help resolve this issue and ensure that SpiderBet Casino either completes my KYC verification or allows me to withdraw my funds.

Thank you.

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 truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

1.i am submitting my ID card and bank statement mobile bill insurance copy

2.yes i submitted PDF format

3.casino not asking me any documents not removed pop up I am submitting documents CASINO site every denied

4. No pending

Please forward me all the documents you sent to the casino for verification that have not yet been approved at veronika.f@casino.guru. Kindly include the communication between you and the casino customer support regarding the verification of your account as well. Thank you for your patience and cooperation.

I sent you and please note I am All ready verification complete sister site casino owner company is sam

And zumio verification partner

Hello Sachin989,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email. I would like to clarify that I have not received the documents you mentioned sending to the casino. So far, I have only received your messages to customer support in which you requested the verification of your account.

Could you please clarify whether you uploaded your verification documents directly to your casino profile, or if you sent them to the casino via email only? If you sent them by email, kindly forward those documents to me as well so that we can review them as part of our investigation.

Dear Sachin989,

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,
Veronika
Casino.Guru