Reybets Casino - Учетная запись игрока была закрыта без решения проблемы.

On July 8, 2026, I made a deposit of $200 without using any bonus. I played Nile Fortune and won $3,800. Unfortunately, I was then unable to complete the verification of my account.

The casino rejected the bank statement I initially submitted because it was issued by Wise and was not considered a local bank statement or acceptable proof of address.

At the time, I mistakenly believed that I did not have a local bank statement showing the address registered on my account, as my bills and statements are divided between different addresses. I therefore explained in the live chat that I understood their requirement for a local document, but that I would need to update the address on my account in order to provide one.

They told me that changing the registered address was not possible. I explained that people are normally able to update their address or telephone number when their circumstances change, and that this is standard practice with companies and institutions worldwide. I accepted that they did not wish to approve the Wise statement, but I asked them to allow me to update my address so that I could submit an acceptable local document.

The representatives referred to various terms and conditions and continued to insist that changing the address was impossible. I then stated that, if the issue could not be resolved, I would first contact the affiliate manager and, if necessary, seek assistance from gambling forums and third parties such as Casino Guru.

Immediately after I mentioned this, my account was closed while I was still in the live chat, and the representatives stopped responding to me.

Shortly after the conversation, I discovered that I did in fact have a local bank statement showing the same address already registered on my casino account. I submitted this statement, but the casino did not reply and left me with no effective way to contact them or complete the verification process.

Before submitting this complaint, I also contacted the affiliate manager in an attempt to resolve the matter directly, but I did not receive any response.

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify the issue you have been experiencing with your address during the KYC verification process at this casino? Did you provide your correct residential address in your casino profile? Are you able to provide a document issued in your name showing the same address you submitted to the casino?
• Which other identity documents have you provided to the casino for KYC verification? Were any of your documents reviewed and approved before your account was closed?
• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?

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

Veronika

1. Yes, I registered with the correct address, and I am able to provide a local bank statement as proof of address.
2. Yes, the front and back of my ID were approved. They also asked me to upload a photo of myself holding the ID together with a piece of paper showing the date and the name of the casino. I uploaded this as well, but I did not see any confirmation that it had been approved, so I am not certain about its status.
3. I played slots, specifically the Nile Fortune slot machine.
4. The winnings were obtained without using any bonus. No bonus was involved in the $200 deposit.

Please forward me all communication between you and the casino's customer support regarding the verification of your address, bank statement, and casino account to [email protected]. Kindly include the documents you most recently submitted to the casino as part of the KYC process as well.

Has the casino approved any of your documents in the meantime? Which documents are still pending verification?

Unfortunately, they have closed my account, so I am unable to provide the chat transcripts. However, I can provide the documents I submitted for verification, and I am now sending them to the email address provided.

Hello kishta,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear kishta

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Reybets Casino representative to join this conversation.

Dear Reybets Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

I did send a valid bill—a local bank statement, as you requested—but you ignored the email. I still have the email in my Sent folder, and I can prove that it was sent if necessary. A valid document was provided, right after the chat closed the account.

I did not fail the verification process. Initially, I sent a bill that you did not accept, and I asked to change the address on my account. The casino refused to change it. After that, I sent a valid document as you requested—a statement from my local bank. This is not a valid reason to close someone's account.

Regarding the bonus, there was no bonus involved in the $3,800 cashout.

The live chat conversation you showed, in which I said that I had claimed a bonus, happened as follows:

At the time, I thought I had claimed a bonus. However, after my balance reached $3,800, I could not find any wagering requirement attached to my account. Because of that, I contacted live chat and asked whether I was allowed to withdraw the money. The live chat representative told me that I could proceed with the cashout.

I then asked the representative how that could be possible if I had claimed a bonus. He told me not to worry and that I could cash out, or said something similar, such as that the Accounts Department would instruct me if there was any issue.

Afterward, I checked my account history and saw that bonuses had been claimed on previous deposits, but no bonus had been added to my most recent deposit, which was the deposit that resulted in the $3,800 balance.

The account is now closed, so I cannot access it to provide screenshots of the account history. However, this is exactly what happened, and the casino should still have access to the complete account history and be able to verify that no bonus was attached to the deposit that resulted in the $3,800 cashout.

The first time live chat informed me that the bill was not valid was during the chat. Also, giving customers only three days to provide bills that are issued monthly is a ridiculous and unreasonable requirement. That condition alone should be enough reason to avoid doing business with such a casino.

Hi Reybets Team,

Thank you for your detailed response.

The player has forwarded us a copy of the email he says he sent to your team on July 16, shortly after the live chat, with the local bank statement attached.

We have reviewed the statement, and it is in the player’s name and shows the address that appears to match the address you stated was registered on the account.

Could you please check your records and confirm whether this email and the attached statement were received?

Also, regarding the bonus, could you please check the history of the specific $200 deposit that resulted in the $3,800 balance and confirm whether a bonus was actually attached to that deposit? The player says he had claimed bonuses on previous deposits, but not on this particular deposit.

Once we have clarification on these points, we should have a clearer picture of the situation.

Thank you for your cooperation.

There was no wagering requirement attached to the $3,800 win, which is why the live chat told me that I was allowed to withdraw. How could a bonus have been attached to the deposit without any wagering requirement, when their normal wagering requirement is 50 times the deposit and bonus and early withdrawal of cash is not allowed? The account history also clearly showed that no bonus was attached to that deposit. If the account were still open, I could show exactly what I saw in the cashier history.

I hope Reybets will tell the truth about what happened. They have already said that the live chat was not the reason for the account closure and that the closure was instead related to a three-day rule. However, there were not actually three days involved. The live chat only told me about the bill issue at that time, and the account was closed immediately after that chat. So I do not understand how they can claim that the live chat had nothing to do with the closure.

I am also concerned because they have implied that a bonus was involved, even though no bonus was attached to the deposit. If there had been a bonus, why did the account history clearly show otherwise? Why was there no wagering requirement attached to the win? And why did the live chat tell me that I was allowed to withdraw?

I am also concerned because they said that no local bank statement was ever sent to them, even though they know that it was sent. They did receive the email. I also sent multiple emails regarding this case, including emails to their affiliate, and they deliberately did not reply.

I simply hope that Reybets will now provide an accurate and truthful account of what happened, without changing the explanation or introducing claims that are not supported by the account history and correspondence.

Dear Casino Guru Team,

Thank you for your response.

We have carefully rechecked all available records, including the player’s KYC submission history, live-chat conversations and incoming email records. We can confirm that Reybets did not receive the alleged email dated July 16 or any local bank statement attached to it.

A forwarded copy provided by the player does not, by itself, establish that the original email was successfully sent to or received by Reybets. If necessary, the player should provide the complete original email headers and delivery information showing the exact recipient address, sending time and successful delivery status. Based on our own records, no such email or attachment reached our team.

More importantly, the player had already failed to complete KYC within the applicable period. The verification request and upload instructions were provided on July 8. Under our published rules:

"Customers required to complete KYC verification must do so within 3 (three) calendar days of the request. Failure to complete the KYC process within this period may result in the permanent closure of the account and the forfeiture of any winnings, at Reybets’ sole discretion." Please check it.

The player therefore had until July 11 to provide all required documents. Even according to the player’s own claim, the alleged email was not sent until July 16, eight days after the KYC request and five days after the deadline had expired. Consequently, even if such a document had been sent on July 16, it would have been submitted outside the permitted verification period and would not reverse the action already taken under our rules.

The attached chat records also show the player’s position at that time. Rather than submitting proof of the address registered on the account, the player repeatedly demanded that the registered address be changed so that a document for a different address could be used. The player was clearly informed that valid proof of address had to match the exact address declared during registration.

During the conversation, the player claimed to have already sent a bill. Our support team checked the records and immediately confirmed that no bill had been received. The player then continued requesting an address change instead of providing the required document. This is inconsistent with the later claim that a valid matching document had already been submitted.

The player was given clear instructions, the precise registered address requiring verification and sufficient opportunity to comply. Nevertheless, no acceptable proof of address was received within the three-calendar-day deadline. The account closure was therefore based on the player’s failure to complete KYC within the prescribed period, not on the player mentioning Casino Guru or threatening to submit a complaint.

In conclusion:

1- No email dated July 16 or attached bank statement was received by Reybets.

2- The player did not submit acceptable proof of the registered address within the required three-calendar-day period.

3- Even the alleged July 16 submission would have occurred five days after the KYC deadline.

4- The chat records show that the player pursued an address change instead of completing verification using the registered details.

5- The account was closed in accordance with the published KYC rule.

We respectfully request that the complaint be assessed based on the documented timeline and the player’s failure to comply with the KYC requirements within the applicable deadline.

Reybets

Hi Reybets Team,

Thank you for your clarification.

We understand your position regarding the KYC deadline and the proof of address requirement. However, we would like to clarify a few remaining points regarding the player's balance and the reason for the forfeiture.

Could you please provide the bonus and wagering history specifically related to the $200 deposit that resulted in the player's disputed balance?

We would like to confirm whether a bonus was actually attached to this particular deposit, whether any wagering requirement was active, and how the balance of approximately $3,800 was classified at the time of closure (real-money funds, bonus funds, or winnings generated from a bonus).

Additionally, could you please explain how the decision to forfeit the balance was reached in this case?

The player also claims that he was informed by live chat that the balance was available for withdrawal. We would appreciate your clarification regarding this point as well.

I provided proof of address promptly, immediately after I won. The proof of address was not accepted, but the first time I was informed of this was during the live chat. There was no three-day delay or any failure on my part to submit the documents on time. All documents were submitted on time and on the same day.

The proof of ID, which was approved, and the proof of address were both submitted on the same day. Therefore, the casino’s claim that I failed to provide the requested documents within the required timeframe is false. All documents were provided promptly.

During the live chat, the casino informed me for the first time that they did not accept my proof of address because it was issued by an international company and was not a local utility bill. Immediately after being informed of this, I submitted a local bill as requested.

I can easily provide evidence showing exactly when the documents were submitted, including the original email that was sent.

There was no bonus involved in the $3,800 win, and there was no wagering requirement attached to it.

I checked the transaction history and could clearly see that no wagering requirement was attached to either the deposit or the winnings.

I do not know where the claim about a failed KYC process or a three-day deadline came from. There was never any delay in providing the requested documents.

There was one live chat conversation that lasted approximately three minutes, during which I asked whether I could submit one additional bill and update the address on my account. Once you informed me that changing the address was not possible, I immediately sent a local bill by email showing the current address already registered on my account.

Please do not present this as though there was a lengthy discussion or repeated attempts to change my address in order to avoid or delay the KYC process

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.