Goldenbet Casino - Проверка аккаунта игрока задерживается.

Hello,

I am writing to express my concern about the delay in verifying my casino account.

I was asked to send a video where I show my ID card, a piece of paper with my name, the site's name, and my nickname, and I have to spell them out in English.

It has been a week since, and I still haven't received validation, which is very worrying.

Buongiorno,

con la presente contesto il fatto che il casinò ritardi la verifica del mio account.

Mi è stato chiesto di inviare un video nella quale mostro la mia carta d’identità, un pezzo di carta sulla quale sia scritto il mio nome, il nome del sito e il mio nickname e debba fare lo spelling in inglese.

A distanza di una settimana non ho ancora ricevuto la validazione e sono molto preoccupato.

Dear normangc9,

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.

• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Please include the responses from casino support.

Thank you in advance for your reply.

Best regards,

Tomas

Good morning,

I deleted the reply email. I was told that they received the video and will reply as soon as possible. But that is not happening. Thanks

Buongiorno,

ho cancellato la mail di risposta. Mi è stato detto che hanno ricevuto il video e che risponderanno il prima possibile. Ma ciò non sta avvenendo. Grazie

Good morning. Still nothing, 10 days of waiting and my account still not verified.

I wanted to ask if there are specific timeframes for casinos to verify users or if they can take as long as they want…

Thank you

Buongiorno. Ancora nulla, 10 giorni di attesa e il mio account continua a non essere verificato.

Volevo chiedere se esistessero delle tempistiche precise per i casinò per verificare gli utenti o se possono prendersi il tempo che vogliono…

grazie

Thank you very much, normangc9, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Goldenbet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hi normangc9,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Goldenbet Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify if you have already reviewed a video provided by the player and when can the player expect to receive updates from you?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Update: My account was verified today, 16 days later.

I will reopen another claim if I do not receive the funds.

I thank the CasinoGuru staff for their cooperation.

Aggiornamento: il mio account è stato verificato oggi, a distanza di 16 giorni.

Riapriró un altro reclamo qualora non dovessi ricevere i fondi.

Ringrazio lo staff di CasinoGuru per la collaborazione.

Dear normangc9, thank you for the updates, I'm glad to hear that your account was finally verified. If you want to, we can keep this complaint open until you confirm that your withdrawal was successfully processed and received, or we can close it right away as resolved. Please, let me know.

Okay, let's keep it open. Thanks.

Va bene, teniamolo aperto. grazie.

Good morning, the money arrived in my bank account within a few hours of verification.

Thank you.

Buongiorno, i soldi sono arrivati nel mio conto corrente a pochissime ore dalla verifica.

grazie.

Dear normangc9,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru