Everbet Casino - Запрос игрока на вывод средств задерживается.

On 24.01. 26 I won 14000 euros from Everbet casino and since then my profile has been checked. Every 5 days they ask me to send something. 2 surveys were processed for 10 days, proof of address for 5 days, proof of income for 7 days and it has not been processed yet. Communication with the department responsible for this is only by email, I write to them constantly and they occasionally reply that it takes time and that they may require more documents. I have been in a miracle with this casino for 24 days now, please help.

На 24.01. 26 спечелих от казино Евърбет 14000евро и от тогава се започна проверка на профила ми. През 5 дена ми искат да изпращам нещо. 2 анкети ги обработваха 10 дена, удостоверение за адрес-обработка 5 дена, доказателство за доход 7 дена и още не е обработено. Комуникацията с отдела, който отговаря за това е само по емейл, пиша им постоянно а те от време на време отговарят, че се изисква време и че е възможно да изискват още документи. Вече 24 дена в чудо се видях с това казино, моля за помощ.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Vi5999,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Have you provided all the required documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

I filled out 2 surveys, sent proof of address and the last document they asked for was my income for the past 3 months - I sent it on 11.02.

Попълних 2 анкети, изпратих доказателство за адрес и последния документ, който ми и искаха бе дохода ми 3 месеца назад-изпратих го на 11.02

Thank you very much for your reply, Vi5999. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Vi5999,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina