bCasino - Proces ověření hráče byl zpožděn.

I have an issue regarding a verification process that I was asked to wait for 3 days. After 3 days, I tried asking this question to their customer service. They then asked me to wait even longer, extending the time to 3 to 5 more days. I feel that this is an attempt to delay me.

And they asked me to understand that this is the client's standard procedure.

I feel like I've been deceived because I started asking them, during the three days you asked me to wait, what were you doing?

And I apologize here because I don't have any evidence. For example, a screenshot of the chat with customer service, I don't have such proof.

Dear Azifi,

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

Therefore, I would recommend that we give it a few more days so that the casino has enough time to review your documents. I will keep this complaint open and if there is no development within a week, please get back to me and we will intervene.

Thank you in advance for your reply.

Best regards,

Kristina

As I expected, they are trying to find various excuses not to pay the money I won. As proof, I attach a screenshot of the email that was sent to me.

Thank you for your reply, Azifi.  I checked the bonus T&Cs and I found this:

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two). For a received bonus amount of less than €2.00, the allowed maximum bet is €0.20.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Dear Azifi,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.