Dublinbet Casino - Hráč se snaží dokončit ověření účtu.

I have been trying to cash out my winnings for the last 3 days. The casino customer service keeps requesting a document that does not exist... I do not know what more I can do. I have provide them with a current bank statement as well as a screenshot proof of interac deposit from my bank account. They keep telling me I need to provide them with a document showing my IBAN and BIC with my name on it... I have sent them everything I possibly can. Now they still deny my cash out. Please help me!

Dear Mogolor,

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.

Do I understand correctly that verifying your depositing payment method seems to be the only obstacle standing between you and your winnings? Have you provided the requested selfie with your passport, please?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Mogolor,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.