Dachbet Casino - Spelaren kämpar för att slutföra KYC-verifiering.

They asked me for an identity document, photo back and forth, Postepay Evolution photo back and forth, bill, and bank statement valid for 90 days ... the bills are in the name of my husband, the statement with Postepay Evolution is annual I sent that of December 2021 ... instead of the bill I sent an invoice with my name and address but I still have problems collecting it .. No, this is normal in other sites only the identity document is enough

Mi hanno chiesto documento d'identità foto avanti e dietro,foto Postepay Evolution avanti e dietro,bolletta,ed estratto conto valido 90 giorni...le bollette sono intestate a mio marito, l'estratto conto con la Postepay Evolution è annuale ho mandato quello di dicembre 2021...al posto della bolletta ho mandato una fattura con il mio nome e indirizzo ma ho ancora problemi a riscuotere..Nn è normale questo in altri siti basta solo il documento d'identità

Dear Maria,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players.

Do I understand correctly that verifying your home address and the bank statement seems to be the obstacle standing between you and your winnings? Has the rest of your documents been approved?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I have sent documents but still do not receive any response this is the photo of the account statement

Ho mandato documenti ma ancora non ricevo nessuna risposta questa è la foto dell'estratto conto

They contacted me saying they closed my gaming account because my husband opened it too, but what excuses are these? Why can't I play besides him? They are just scammers

Mi hanno contattato dicendomi di aver chiuso il mio conto gioco perché ce lo ha aperto anche mio marito,ma che scuse sono queste?? Perché non posso giocare anche io oltre a lui? Sono solo dei truffatori

My gaming account is still open since my winnings have removed 230 € for what reason? We have two different accounts with two different Postepay I keep saying that they are just scammers

Il mio conto gioco è ancora aperto dalla mia vincita hanno tolto 230€ per quale motivo? Abbiamo due account diversi con due Postepay diverse continuo a dire che sono solo truffatori

Thank you very much for your reply, Maria. Could you please advise whether your husband passed the verification? Also, have you accumulated your winnings with or without an active bonus?

My husband passed the check, but he didn't win anything! And after what happened he also closed the account! My winnings were without bonus

Mio marito ha superato la verifica del conto,,ma lui non ha vinto nulla! E dopo quello che è successo ha anche chiuso il conto!La mia vincita era senza bonus

Thank you very much Maria for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Yesterday they only gave me back the money I played and they closed my account, they didn't refund my winnings

Ieri mi hanno restituito solo i soldi che ho giocato e mi hanno chiuso l'account,non mi hanno rimborsato la vincita

Hello Maria.

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Okay thanks a lot

Va bene grazie mille

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Maria.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it , you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru