SELECT.bet Casino - Der Spieler hat Mühe, die Kontobestätigung abzuschließen.

Good day,

Although I've been playing at the casino for a while, I was asked to verify.

Among other things, I should send a selfie of myself with a driver's license.

I did this.

I then received an email that my access to the account was restricted to view my profile.

It's been almost 2 weeks now and I haven't received a message from the casino.

When I try to log in, an error message appears saying that the account is closed...

I feel like I've just been ripped off. Can you help?

Kind regards

Guten Tag,

obwohl ich schon länger in dem Casino spiele wurde ich zu einer Verfizierung aufgefordert.

Dazu sollte ich u.a. ein Selfie von mir mit Führerschein schicken.

Das habe ich getan.

Daraufhin bekam ich eine Email, dass mein Zugriff auf das Konto eingeschränkt würde, um sich mein Profil anzusehen.

Das ist jetzt bald 2 Wochen her und ich bekomme keine Nachricht vom Casino.

Wenn ich mich einloggen möchte, erscheint eine Fehlermeldung, dass Konto sei geschlossen...

Ich habe das Gefühl, dass man mich gerade abgezockt hat. Können Sie da helfen?

Mit freundlichen Grüßen

Dear Patrick,

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

Have you been informed 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

Hello Petronela,

no, I was not told what the specific problem is supposed to be.

Hallo Petronela,

nein, mir wurde nicht gesagt, was das spezifische Problem sein soll.

Thank you very much, Patrick, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi Patrick,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite SELECT.bet Casino to the conversation to participate in the resolution of this complaint.

Dear CasinoGuru representatives,

A quick update from our end.

We would like to inform you that the player has gone through our KYC process successfully, hence the player's account is now active and we have informed the player that his withdrawal request has been credited and processed to his bank account.

Kind Regards,

The Select.bet Casino Team

Thank you Select.bet Casino Team for your reply.

Dear Patrick,

Please keep me updated.

Hello,

yes, the money has been received.

Hallo,

ja, das Geld ist eingegangen.

Thank you Patrick for the information.

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter