Casabet.io Casino - Η επαλήθευση του λογαριασμού του παίκτη καθυστερεί.

I have an account at casabet casino, I have made several deposits but no withdrawals, so I had not identified my account. Today I won 11,129 euros at the casino and went to do identification because it would not let me make a withdrawal, so I uploaded all the information and it does not pass the identification to the identity and the residential address. I have uploaded the identity many times in very good resolution and the diploma is an old type, not a card, the diploma and the identity are not the new ones but it is legal and has not expired yet and I have recently uploaded it to two other casinos and identification was done without any problem, as for their proof of residence I uploaded a phone bill and the identification did not happen and then I uploaded the tax return and it did not happen again. Why they do not pass me the identity I do not know but I believe that for the residential address it may be because on the paper it says MARTINOS in Greek where I come from while they asked for Latin characters and I wrote MARTINO. I have never had any problems with identification with any casino and I don't know if this is happening so that I don't get my winnings. Thank you and I look forward to your help.

Έχω λογαριασμό στο casabet casino έχω κάνει αρκετές καταθέσεις αλλά καμία ανάληψη οπότε δεν είχα ταυτοποιήσει τον λογαριασμό μου. Σήμερα κέρδισα 11129 ευρώ στο καζίνο και πήγα να κάνω ταυτοποίηση γιατι δεν με άφηνε έτσι να κάνω αναληψη ανέβασα όλα τα στοιχεία και δεν μου περνάει την ταυτοποίηση στην ταυτότητα και στην διεύθυνση κατοικίας. Έχω ανεβάσει πολλές φορές την ταυτότητα σε πολύ καλή ανάλυση και το δίπλωμα είναι παλαιού τύπου όχι σε κάρτα το δίπλωμα και η ταυτότητα δεν είναι η καινούργια αλλά είναι νόμιμη δεν έχει λήξει ακόμα και την έχω ανεβάσει πρόσφατα σε άλλα δύο καζίνο και έγινε ταυτοποίηση χωρίς κανένα πρόβλημα, όσο για το αποδεικτικό κατοικίας τους ανέβασα έναν λογαριασμό τηλεφώνου και δεν γίνετε η ταυτοποίηση και μετά τους ανέβασα την δήλωση φορολογικού εισοδήματος και πάλι δεν έγινε. Γιατι δεν μου περνάνε την ταυτότητα δεν ξέρω αλλά πιστεύω ότι για την διεύθυνση κατοικίας μπορεί επειδή στο χαρτί γράφει ΜΑΡΤΙΝΟ στα ελληνικά όπου κατάγομαι ενώ εκείνοι ζητούσαν λατινικούς χαρακτήρες και το έγραψα MARTINO. Δεν είχα ποτέ με κανένα καζίνο πρόβλημα στην ταυτοποίηση και δεν ξέρω αν γίνετε αυτό για να μην πάρω τα κέρδη μου. Σας ευχαριστώ και περιμένω να με βοηθήσετε.

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Dear kostis2209,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please confirm all the verification documents you have already provided and when exactly you sent the last one?
• Have you received any specific error messages or feedback regarding the documents you submitted?
• Can you confirm if the personal details on your documents match the information on your casino account?

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

Petra