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Good morning,

I am reaching out for assistance regarding my current situation. I have recently registered, validated my account, and made multiple deposits totaling 800 euros.

On May 19th, I requested two withdrawals totaling 6500. However, they demanded additional verification and suspended my account. On May 22nd, I provided a number of documents to confirm my identity, account, cards, and residence. To date, I have not received any response. I understand that it's been barely over a week, but this amount is not to be taken lightly, and their silence is concerning, as there have been no reviews or feedback. What I cannot understand is why they conduct these checks only when a withdrawal is requested, rather than beforehand, such as before depositing a large sum on their site.

I seek your help in this matter,

many thanks

Buongiorno,

Chiedo aiuto riguardo la mia situazione, mi sono iscritto da poco, validato il conto ed effettuato più depositi per un totale di 800 euro.

Il 19 maggio ho richiesto due prelievi per un totale di 6500, li hanno richiesto altre verifiche e bloccato il mio conto, il 22 maggio avevo inoltrato svariati documenti per provare identità, conto, carte e residenza. Ad oggi nessuna risposta, mi rendo conto che è passata poco più di una settimana, ma non si tratta di una cifra da prendere alla leggera e il silenzio da parte loro mi sta preoccupando, non essendo recensito in alcun modo. Inoltre non capisco questa cosa di avviare le verifiche solo in caso di prelievo e non prima, magari prima di depositare una bella cifra sul loro sito.

Vi chiedo un aiuto a riguardo,

grazie mille

Dear Blasco12902,

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. 

• 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

Thanks for the reply, I understand very well how important the verification process is, I don't understand why it took so long. I have not been informed whether there are problems or not, I am still waiting for them to reply after requesting the documents, I have tried to contact them several times but no response, the Live chat is never active, it always leads back to the email.

I would like to point out that I did not use any bonuses. I used my partner's card for the first two deposits and didn't win anything. Then I used my card and won, and then withdrew to it and via bank transfer. But I still attached both cards in the email and the bank account documents.

grazie della risposta, capisco benissimo quanto sia importante il processo di verifica, non capisco perché richiest così tanto tempo. Non sono stato informato se ci siano problematiche o meno, sto ancora aspettando che mi rispondano dopo la richiesta dei documenti, ho provato a ricontattarli più volte ma nessuna risposta, la Live chat non è mai attiva, riporta sempre alla mail.

Faccio presente che non ho ultilizzato alcun bonus. Ho usato la carta della mia compagna per i primi due depositi e non ho vinto nulla. Poi ho usato la mia carta e ho vinto, per poi prelevare su essa e tramite bonifico. Ma ho comunque allegato entrambe le carte nella mail e i documenti del conto bancario.

I finally managed to speak to an operator for Live chat, too bad it was completely useless. I asked if the verification is going well or not, if in case there was a specific problem or if they needed additional documentation.. He continued to answer me every question that I will receive a response from the relevant department by Friday... Somewhat disappointing, since it was already told to me last week in response to an email. Anyway I'll wait until Friday hoping it's the right time

Sono finalmente riuscito a parlare con un operatore per Live chat, peccato sia stato del tutto inutile. Ho chiesto se la verifica stia andando a buon fine o no, se in caso ci fosse un problema specifico o se avessero bisogno di documentazione aggiuntiva.. Ha continuato a rispondermi ad ogni domanda che entro venerdì riceverò un riscontro dal dipartimento competente… Alquanto deludente, visto che mi era già stato detto settimana scorsa come risposta ad una mail. Comuque attendo fino a venerdì sperando sia la volta buona

Hi Blasco12902,

Thank you for the update. Let's wait until Friday to see if there are any developments, and I'll check back with you next week.

Thank you.

I've waited until now, no news.

So I tried to contact them via Live chat and explained to the operator that I had requested withdrawals for 12 days and my account has been suspended for 10 days, the same day they asked me for documentation which I immediately provided.

I attach the evasive, incoherent and completely unresponsive conversation that took place.

The conversation ended with the usual don't worry….

I ask for your help, apart from continuing to contact them to receive the usual "don't worry" once in five, I don't know what else to do

This is a significant sum, not to mention the usual ones I have paid into this "casino".

Ho aspettato fin’ora, nessuna notizia.

Allora ho provato a ricontattare tramite Live chat ed ho spiegato all’operatore che è da 12 giorni che avevo richiesto dei prelievi ed è da 10 giorni che ho l’account sospeso, giorno stesso in cui mi hanno richiesto documentazione che io ho subito fornito.

Allego la conversazione evasiva, incoerente e completamente priva di risposta che c’è stata.

La conversazione è finita con il solito non si preoccupi….

Chiedo il vostro aiuto, oltre continuare a contattarli per ricevere il solito "non si preoccupi" una volta su cinque, non saprei che altro fare

Si tratta di una somma importante, per non parlare dei solito che ho versato su questo "casino"

Thank you very much, Blasco12902, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Blasco12902,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter matter.

We would like to invite Elabet Casino to join the conversation.

Dear Elabet Casino,

Could you please clarify why the player's verification has not finished yet? What additional if any documents are required to complete the verification process and facilitate the withdrawal?

This morning I tried to contact them again and an operator told me he would send a reminder, better than usual, don't worry.

I hope that everything will be resolved with this complaint, without having to intervene otherwise. Thanks for your help so far!

Stamani ho provato a ricontattarli ed un operatore mi ha detto che avrebbe mandato un sollecito, sempre meglio del solito non si preoccupi.

Spero che si risolvi tutto con questo reclamo, senza dover intervenire diversamente. Grazie per ora dell’aiuto!

it's really absurd, yesterday I tried to contact them again and an operator told me that he would contact me in the morning to give me feedback on the situation. Obviously nothing arrived!! They don't even bother to answer you!

To date, 17 days have passed since the withdrawal request and 14 since the requested documents were sent!!!!! All without a shred of response or explanation!

è veramente assurdo, ieri ho provato a ricontattarli ed un operatore mi ha detto che mi avrebbe ricontattato in mattinata per darmi un riscontro sulla situazione. Ovviamente non è arrivato nulla!! Non si danno nemmeno la briga di risponderti!

Ad oggi son passati 17 giorni dalla richiesta di prelievo e 14 dall’invio dei documenti richiesti!!!!! Il tutto senza un briciolo di risposta o spiegazione!

Dear Blasco12902,

I understand your expectation for a prompt response from the casino team, but it's not always possible for them to reply immediately. They have a certain amount of time to respond. I have reached out to the casino team and am hopeful they will respond to me directly or in the complaint thread soon. I kindly ask for your patience in the meantime.

I finally got a response from the casino!!!!! Having made the first deposits with my partner's prepaid card, they wanted her documentation and a declaration that the error will not be repeated. My mistake, which I hadn't given weight to, if I had known before I would have already provided them to him long ago. Hoping that the next response won't take another two weeks 🤞🏽

In the meantime, thank you

Finalmente ho ricevuto risposta dal casino!!!!! Avendo effettuato i primi depositi con la prepagata della mia compagna hanno voluto sua documentazione e una dichiarazione che l’errore non si ripeterà. Errore mio, a cui non avevo dato peso, se lo avessi saputo prima glieli avrei già forniti da tempo. Sperando che per la prossima risposta non ci vogliano altre due settimane 🤞🏽

Intanto vi ringrazio

Dear Blasco12902,

It is standard procedure within the industry for players to fund their accounts using their own registered payment method. The use of any third-party payment methods is not allowed.

You must ensure that any deposits made into your account are from a source that belongs to you personally. If a payment method not in your name is used, almost all casinos will deem any deposits invalid (and any winnings from said deposits null and void) until all required verifications have been successfully carried out. I really hope that it was just a mistake made by you and that it will not occur anymore. I trust the casino team will make an effort to clarify the situation, and once the verification ends successfully, the withdrawal will be processed the standard way.

I have my fingers crossed that a suitable resolution will be found.

I hope it's not such a serious problem, having then used my card and withdrawn on it and via bank transfer. I made the mistake by initially having no balance on mine. I sent him both the certification that the error will not happen again, and a certification that my partner is aware that I used his method. Let's hope well🤞🏽

Spero non sia un problema così grave, avendo usato poi la mia carta e prelevato su essa e tramite bonifico. Ho fatto l’errore non avendo inizialmente saldo sulla mia. Gli ho mandato sia l’attestazione che l’errore non ricapiterà, sia un attestazione che la mia compagna è consapevole che io abbia usato un suo metodo. Speriamo bene🤞🏽

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

It's useless, they don't intend to respond, they asked me for more documentation and never responded again. Live chat is active two days a week as usual.

I've sent everything, there's nothing else to check and yet they're still stalling. This morning I managed to speak to an operator who only gives answers on command

I didn't have time to save the previous conversation.

I doubt that they can really freeze an account with its balance without reason and for who knows how long.

I will have to file a complaint with AAMS, I don't know what else to do

È inutile non intendono rispondere, mi hanno chiesto altra documentazione e non hanno più risposto. La live chat come al solito è attiva due giorni su 7.

Ho mandato di tutto, non c’è nient’altro da verificare eppure ancora temporeggiano. Stamani sono riuscito a parlare con un operatore che da solo risposte a comando

Non ho fatto in tempo a salvare la conversazione precedente.

Dubito che possano veramente congelare un account con il relativo saldo senza motivazione e per chissà quanto.

Dovro esporre reclamo ad AAMS, non saprei che altro fare

Dear all,

Thank you for reaching out!

Please be informed that the account of the customer is currently undergoing verification.

We would like to kindly ask the customer to provide us with a proof of address document in the form of household Utility Bill (gas/water/elec./internet etc.), Bank statement - (not an online or direct bank), or any government issued document (e.g residence confirmation) showing their name and the current address. Please note that the document should not be older than 90 days and in the original PDF file.

We are waiting for your reply.

Best regards,

Elabet team

The document has already been sent to you on June 14th, no older than 90 days and in original PDF format

Il documento vi è già stato mandato il 14 giugno, non più vecchio di 90 giorni e in formato pdf originale

I have attached the bank statement, which is only annual, a list of movements that is within ninety days, the completed and signed certificate that they gave me in common two weeks ago, finally I have already sent you an electricity bill twice. You are continuing to ask me for the same document ignoring the ones I sent you or without specifying what the problem is.

Vi ho allegato l’estratto conto bancario, che è solo annuale, una lista movimenti che rientra nei novanta giorni, il certificato compilato e firmato che mi hanno dato in comune due settimane fa, infine vi ho mandato già due volte una bolletta luce. Mi state continuando a chiedere lo stesso documento ignorando quelli che vi ho mandato o senza specificare quale sia il problema.

It's absurd and inconceivable!! They have been ignoring my documents for more than a week, I have attached bills to them 3/4 times and they completely ignore them! Then I sent them the list of card movements (requested by them as proof of deposit) and they refuse it as proof of residence!? But if they asked me, they don't even know what they're doing! Meanwhile, more than a month has passed!

È assurdo e inconcepibile!! È più di una settimana che ignorano i miei documenti, gli ho allegato bollette 3/4 volte e le ignorano completamente! Poi gli ho mandato la lista movimenti della carta (chiesta da loro come prova di deposito) e me la rifiutano come prova di residenza!? Ma se me l’hanno chiesta loro, non sanno neanche quel che fanno! Intanto è passato più di un mese!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

There's nothing to be done, they won't respond, we're in the sixth week, a month and a half. Having provided all the documents, repeatedly among other things, they still do not intend to verify the account. I have already contacted AAMS and my lawyer. I don't want to let myself be scammed like that. Even if they ever had to pay off (which I highly doubt) they would have to close even just for this reason, holding a balance for so much and bringing a player to such a level is already absurd in itself.

Non c’è nulla da fare, non risponderanno, siamo alla sesta settimana, un mese e mezzo. Avendo fornito tutti i documenti, ripetutamente tra l’altro, non intendono ancora verificare il conto. Ho già contattato AAMS e il mio avvocato. Non intendo lasciarmi truffare così. Anche se mai dovessero saldare ( cosa che dubito fortemente) dovrebbero chiudere anche solo per questo, arrivare a trattenere un saldo per così tanto e portare un giocatore a tali livello è già di per se assurdo.

Dear Blasco12902,

Although I can agree with you that the whole verification process could be much quicker, I too would like to see it successfully finished a long time ago, I must remind you that the whole unpleasant situation was caused because you used your partner's card for a deposit. If the casino team would strictly adhere to its rules, they could close your account without any further discussion. Luckily, they are willing to settle your issue/complaint.

I fully understand your frustration with the waiting, but without further information from the casino security team, we can't move on with your case. I have my fingers crossed that we will witness some progress soon.

Dear Elabet team, 

Can you please provide us with any time frame when the verification process is expected to finish so that the player's withdrawal can be processed?

For having deposited with my partner's card I would like to point out that I have looked at the terms and conditions on the site several times and I have not found anything in this regard, although I am aware that it is generally a mistake I have made a mea culpa. Rather, I remember that I sent the certification they requested in this regard, filled out and signed, 20 days ago!

Per aver depositato con la carta della mia compagna faccio presente che ho guardato più volte i termini e condizioni sul sito e non ho trovato nulla a riguardo, pur consapevole che generalmente sia un errore ho fatto mea culpa. Piuttosto ricordo che ho mandato l’attestazione che hanno richiesto a riguardo, compilata e firmata, ben 20 giorni fa!

Dear all,

Please be informed that the customer's account has been verified.The withdrawal of the customer will be processed shortly.

Thank you for your cooperation.

Best regards,

Elabet team

Thank you for your response, Elabet team. I'm glad the player's verification has finally ended successfully.

Dear Blasco12902,

According to the Elabet team, your account has been verified and the withdrawal request will be processed soon. I hope you receive it quickly. Please inform me when the funds are deposited into your account.

All resolved

Tutto risolto

Great news, Blasco12902. I'm glad to hear that the situation has been clarified and you successfully received your winnings.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru