Weltbet Casino - Spieler hat mit dem anspruchsvollen KYC-Prozess zu kämpfen.

Hello,

The casino is refusing to accept my KYC or keeps demanding new documents.

I attempted to make a withdrawal and verified my ID using a camera - confirmed

My payment method - verified and confirmed

Then a selfie with my ID - verified and confirmed

Then a selfie with my driver's license - verified and confirmed

Now they want me to send a notarially certified copy of my ID.

This is really going too far.

Firstly, it's not easy to get an appointment for this, and secondly, it comes with additional costs which I find totally unacceptable.

Please help me resolve this issue

Hallo,

das Casino akzeptiert mein KYC nicht, bzw möchte immer wieder was Neues haben.

Ich wollte auszahlen, Verifizierung per Kamera mit Ausweis - bestätigt

Meine Zahlungsweise - verifiziert und bestätigt

Danach ein Selfie mit Ausweis -verifiziert und bestätigt

Danach ein Selfie mit Führerschein - verifiziert und bestätigt

Jetzt soll ich eine notariell beglaubigte Kopie meines Ausweises schicken.

Das geht jetzt echt zu weit.

Zum Einen bekomme ich nicht mal eben einen Termin und zum Andern ist das mit weiteren Kosten verbunden, was ich tatsächlihc nicht einsehe.

Bitte helfen Sie mir das Problem zu lösen

Dear spiker43,

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

Do I understand correctly that this is the only document you have not provided so far? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

Dear spiker43,

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.

Hello,

excuse me.

finally was paid out after I went to the notary

Hallo,

entschuldigung.

schlußendlich wurde ausbezahlt, nachdem ich beim Notar war

Dear spiker43,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru