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I made a deposit of €500 without getting any bonus. I made some sports bets and at the moment I have just over €1000. Before making the deposit, I had already sent the documents and they were validated. When I tried to do the withdrawal for the first time, the withdrawal was pending for a few days until it was canceled by them and they sent an email asking for a photo to prove my identity. I sent the photo a few days ago they replied saying to wait 5 days for an answer, this last email from them was on the 12th of January and so far they haven't said anything else. I already spoke in the chat and the answer is always the same they say they communicated to the responsible department.

Eu fiz um depósito de 500€ sem obter qualquer bónus. Fiz algumas apostas desportivas e neste momento tenho pouco mais de 1000€. Antes de fazer o depósito já tinha enviado os documentos e foram validados. Quando tentei fazer o levantamento pela primeira vez o levantamento ficou pendente alguns dias até ser cancelado por eles e enviaram um email a pedir uma foto para comprovar a minha identidade. Eu enviei a foto passado alguns dias responderam a dizer para aguardar 5 dias por uma resposta, esse último email deles foi no dia 12 de Janeiro e até agora não disseram mais nada. Já falei no chat e a resposta é sempre a mesma dizem que comunicaram ao departamento responsável.

Dear Ruben,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to unsuccessful account verification, we will try to help you.

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

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

Good Morning. On the 8th of January I send the requested document, I only got a response on the 12th saying to wait 5 days. I tried to talk to them after 5 days and they didn't respond to my emails. That's why I asked for your help.

Today I received an email from the house saying that the account is verified and I have already made the withdrawal which is currently pending. thanks for your help

Bom dia. Eu no dia 8 de Janeiro envio o documento solicitado, apenas obtive uma resposta no dia 12 a dizer para aguardar 5 dias. Tentei falar com eles passado os 5 dias e não me responderam aos emails. Por isso solicitei a vossa ajuda.

Hoje recebi um email da casa a dizer que a conta está verificada e já fiz o levantamento que neste momento está pendente. Obrigado pela a vossa ajuda

Good night. Now I can't access the site and the app says it's not available in my country. Could you help me?

Boa noite. Agora não consigo aceder ao site nem a aplicação diz que não está disponível no meu país. Será que me podem ajudar?

Thank you very much, Ruben, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ruben!

I will take care of your complaint from now on. I'd like to invite representatives of Cyber.bet Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the verification & withdrawal issue.  

Hello, everyone!

We have done the client's account verification and have processed his withdrawal request.

The client has already received his funds at the moment.

To receive the best service by using our app, have updated it to the final version, please.

Good afternoon. I already received the survey. Thank you for your help

Boa tarde. Já recebi o levantamento. Obrigado pela vossa ajuda

I am glad to hear that, Ruben! Thank you for letting us know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.