4raBet Casino - Проверка аккаунта игрока задерживается.

I created a account to 4rbet on 27 November 2023, then I was playing few days then I won some amount. On 20 December I had sent all the necessary documents for verification my profile by email but till now my profile do not verified and also I do not get any response from their site. I connected many times to their live chat but they do not help me and also they give me wrong statement. Once one consultant told me thet for a verification process, it can takes 7 to 14 days again another consultat told me that verification process can take 15 to 30 days , now I am helpless, I want to help from casinoguru.

Dear Supriya1998,

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.

Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Before sending the documents, i connected with their consultant to 4rabet live chat and as their requirements, I had sent all the necessary documents.

Some I also have sent to your mail. Please check your mail ma'am.

Mam please kindly check my case as soon as possible and give me a solution.

Please reply me!

Thank you for your reply, Supriya1998. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, we can't reply immediately to all messages. We have 7 days to respond to each complaint as indicated by the timer in the top right corner and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Supriya1998!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Good afternoon!

We have clarified the status of verification and the status of withdrawal of funds from the client's account. Verification and payment was successful.

Supriya1998, please, let us know as soon as you will receive your withdrawals!

Yes sir , Yesterday I got my withdrawal successfully . thanks you so much for helping me sir. Many many thanks ❤️.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Supriya1998, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,

Pavel K

Casino.Guru