Fonbet Casino - Вывод средств игрока задерживается из-за проблем с верификацией.

Good afternoon. I've already sent the documents for verification 7 days ago. They say every day that they will check and so far nothing. I've seen that this casino has many complaints about this situation.

Boa tarde. Há 7 dias que ja enviei os documentos para verificação. Dizem todos os dias que vao verificar e ate ao momento nada. Ja vi que este casino tem muitas reclamações desta situação.

Hello,

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 list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Were you asked to submit any document more than once or in a different format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I supplied all the ones you asked for.

Cc

Selfie

Address

I sent it last Saturday.

I sent everything correctly

Forneci todos os que pediram.

Cc

Selfie

Morada

Enviei no sabado passado.

Enviei tudo de forma correta

Thanks for your reply.

• Has the casino completed the verification process since your last reply?

Please let me know.

Hello! No, he hasn't. And they keep saying the same thing in chat. Please help me with this.

Ola! Nao, nao concluiu. E contijuam a dizer o mesmo em chat. Por favor me ajude nisto.

Thanks for your reply.

• Is your player's account accessible to you? Can you log in, deposit, and play?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Yes, I can log in. But you can't play or deposit because they don't check.

I won at sports and slots.

Sim consigo fazer login. Mas nao é possível jogar nem depositar porque eles nao verificam.

Ganhei em desporto e slots.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), 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.

Okay. I look forward to your help

Okay. Aguardo ajudem me

Hello Diogocsmmm1910,

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

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

Dear Fonbet Casino,

We would be grateful for your help in clarifying the current status of the player's verification process. The player submitted the necessary documents a few weeks ago, and I am eager to know the reasons behind the delay. If there are any additional documents required, could you kindly specify what is needed? Thank you for your attention to this issue.

If there are any factors affecting the situation that cannot be disclosed publicly, please do not hesitate to communicate them directly with me at [email protected]

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.

Dear Diogocsmmm1910,

I have made several attempts to reach out to the casino, but I have received no response whatsoever. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to [email protected]. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at [email protected] if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru