Sherbet Casino - Hráč má potíže s dokončením ověření účtu.

Hello, first of all I am not a bot and neither do I make an bad review because I lost my money. Second, sherbet only lets good reviews online and tries to remove all that are not positive, like mine. But I will keep going for everyone to see.

First of all, I thought this website might be a really good one, it has a nice design and the games work fluently.

Now for the bad parts, 

There is an registry bonus for 75 Freespins on Sweet Bonanza. I won a bit of money out of it and had to wager 600€ or 650€, which I successfully did. Then I tried to claim my 50$ wager free cash from wagering OVER 600€! 

Nothing, I couldn’t claim it. First I had to deposit 20€ in order to claim it, I did, obviously lost it. Now the fun began. After I deposited 20€ to get my 50$ finally, I was told I had to verify my account first. Which was already pending for a WEEK by that time!? A week to verify? Never seen before, then after 3 weeks of waiting to verify, the whole verify options was removed, and now it says „coming soon". 

The customer support is kind, but doesn’t help in any way, imagine a Casino website making a user trouble, that wagered over 650€ to get 50$!!

After writing the support multiple times, I always got the same answer over and over again and nobody was even willing to help a tiny BIT!

Then the bonus expired, without me being able to do even the slightest thing about it. I mean how much of a scam can a single website possibly be?!

My username is JeffreyAllstars66 and I am waiting the 4th week for still no hope in sight. Don’t play on here, really don’t if u think about even being able to verify/ even withdraw. If there will be a change and the website will stop making such a fuss over 50$, I will gladly delete my review.

Lookout people.

7 Woche ohne Hilfe jeglicher Personen, immer nur bots die mir gleiche Antworten geben, nicht helfen geschweigedessen mich beschuldigen mehrere Accounts benutzt zu haben. Ich habe nur einen Account benutzt, gespielt, eingezahlt und versucht zu verifizieren.

scam auf Scam

Dear dukanovicmarko02,

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.

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

I am being falsely accused of using multiple accounts which is a blatant lie

Ich werde falscherweise beschuldigt mehrere Accounts benutzt haben, was eine eindeutige Lüge ist

Thank you, dukanovicmarko02, for the clarification. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

If there's any relevant communication, please forward it to petronela.k@casino.guru. Looking forward to hearing from you.

Yes, I found out afterwards that someone else in my family created an account but didn't deposit or try to verify.

I have to say that I was briefly verified, but 5 minutes later the verification was gone again. So on Sumsub I was registered and verified for this site with no problems. Which was then removed by Sherbet.

Ja, ich habe im Nachhinein erfahren dass noch jemand aus meiner Familie ein Konto erstellt hat, aber weder eingezahlt hat, noch sich versucht hat zu verifizieren.

ich muss noch anmerken dass ich kurz verifiziert war, 5 Minuten später jedoch die Verifizierung wieder weg war. Also auf Sumsub war ich für diese Website registriert und verifiziert ohne Probleme. Die dann aber entfernt wurde von Sherbet.

Can you determine which account was created earlier - yours or the other person's? Thank you.

The other was previously created but not played on, only mine was attempted to verify, deposited and played on

Das andere wurde vorher erstellt, jedoch nicht drauf gespielt, nur meins wurde versucht zu verifizieren, darauf eingezahlt und gespielt

Thank you very much, dukanovicmarko02, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello dukanovicmarko02,

I'm Michal and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

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

Dear Sherbet Casino,

Can you please provide information on why the verification option is not available for the player?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hi Marko and Michal

Apologies for the delay in response, this issue has already been resolved internally. I will remind you Marko of why this was the case.

We regret the inconvenience incurred but as stated previously, you are in breach of multiple of our Terms and Conditions - regardless of whether or not these two accounts are yours and your father's.

"All bonuses are limited to one per person, per household, per computer, or per IP unless otherwise specified."

Reasoning

The player created an account: MarkoLoveTata, Mar 26 2023, 3:30 PM

The player then created an account: jeffreyyeah, Mar 27 2023, 3:41 PM

On which the illegitimate bonus was won and played. Also, the player is from DE (Germany) which is an excluded country

Best,

Anthony

Sherbet Support Team.

Thank you for the response Anthony / Sherbet Casino team.

Can you please forward all the evidence about multiple accounts to me at michal.k@casino.guru?

Dear dukanovicmarko02,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient, evidence of multiple accounts linked with personal information of accounts created closely together one after another, and on top of that you have registered from a restricted country (Germany). Also, these connected accounts benefited from bonuses.

Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way.

Taking this fact into account, we agree with the casino's actions, as it just adhered to its terms and conditions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal