RPTBET Casino - Проверка аккаунта игрока задерживается.

Hello. I played for the first time. I made a withdrawal for the first time. The casino blocked my account and started demanding various documents, including a selfie with the papers. I provided everything. I periodically message them in the chat. They don't ask for anything else. They simply say the account is being verified. It's been 19 days since I submitted my last documents. I've repeatedly offered to hold a video conference with the casino to resolve this issue, but they refuse. To any questions or suggestions, I get the same answer: "Be patient, your account is being verified," etc.

Здравствуйте. Играл впервые. Первый раз поставил вывод средств. Казино заблокировали аккаунт. Начали требовать разного вида документа. В том числе селфи с бумажками. Я все предоставил. Периодично пишу в чат. Ничего больше не требуют. Просто отвечают, что аккаунт на проверке. Прошло уже 19 дней, с момента как я отправил последние документы. Неоднократно предлагал казино видеоконференцию. Чтобы решить этот вопрос. Казино отказывается. На любые вопросы или предложения с моей стороны звучит один ответ. Наберитесь терпения, ваш аккаунт на проверке и т.д.  

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Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Has the casino requested any additional documents recently, and if so, which ones?
3. Have any of your documents been reviewed and approved already?
4. What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

1. I sent my passport, a selfie with my passport, a selfie with a piece of paper and my passport, and a bank statement to confirm my address. I sent the last document on 04.09.2025
2. They didn't ask for any additional documents. There is only one answer to my questions. Wait.
3. I don't know. The casino doesn't give an answer.
4. I played a slot from the provider Gamzix. I took part in their weekly tournament.

I have nothing against verification. I am ready to undergo even video verification. I offered the casino this option. But verification of several documents cannot take a month. This is absurd.

1. Я відправляв паспорт, селфі з паспортом, селфі з листком і паспортом, виписку з банку для підтвердження адреси. Останній документ я відправив 04.09.2025
2. Додаткові документи не просили. На мої питання відповідь одна. Чекайте.
3. Я незнаю. Казино не дає відповідь.
4. Я грав слот від провайдера Gamzix. Приймав участь в їхньому щотижневому турнірі.

Я немаю нічого проти перевірки. Я готовий пройти навіть відеоверифікацію. Я пропонував казино цей варіант. Але перевірка декількох документів не може тривати місяць. Це абсурд.

Let me clarify. The funds were not paid to me. I put it on withdrawal. After which the account was blocked. That is, 73 euros remain on the account.

Уточню. Кошти мені не виплатили. Я поставив на вивід. Після чого акаунт був заблокований. Тобто на рахунку залишаються 73 євро.

703 euros

703 євро

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the verification of your account at [email protected]. Kindly include the documents you sent to the casino as well. I appreciate your patience and cooperation.

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

Dear RedDevvv,

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,

Veronika