ExclusiveBet Casino - Играчът би искал да потвърди акаунта си.

I played in Exclusivebet once and they just closed my account after I requested a withdrawal. Here is what they said to me: "As per management decision your account as been locked your deposit refund and your balance clear.". That is it.

After contacting different affiliate (Gambling Grumbles), I found out that casino was calling me and didn't reach me. They have never informed me about the need of phone verification. After that I asked them to give me another chance to verify my account and offered to arrange the call but they refused... It is not fair that casino hasn't informed me of their verification. I am not against it. I still can pass it! They just don't want to pay!!

Dear Bastille,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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 and it can take a few days to complete. Every casino is unique and requires different documents or types of verification from the player.

Would you be so kind and indicate whether the casino called you, but you didn’t pick up, or you didn’t received any phone calls from the casino?

Also, could you please confirm that you provided all the other necessary documents?

Thank you very much in advance for your reply.

Best regards

Kristina

Hello. Casino never asked for any docs, so I haven't sent them.

I don't even know what to answer as I don't know when exactly casino was calling. I have some missed calls but I don't know if these are from Exclusivebet..

Bastille, thank you very much for your reply. Is there any communication between you and the casino that you could forward me? If yes, please send it all to kristina.s@casino.guru. Thank you.

Hello Kristina!

I have just shared with you via mail the screenshots of my personal conversation with the casino. It's short conversation because of the casino insists on its that they did everything according to their terms and conditions.

Waiting for your reply.

Thank you!

Thank you very much Bastille for your email. I will now transfer your complaint to my colleague Viliam 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.

Hello Bastille,

I looked at your complaint and will do my best to help you. I would like to invite Exclusivebet Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

We would like to ask the Exclusivebet 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’.

Good morning and thank you for the opportunity to join this exchange.

This account was opened on 11th October and the first deposit was made

We requested the following KYC document on October 12th in order to verify this account

- A copy of the front and back of an identity document or passport

- A recent proof of address (such as a recent utility bill, bank statement, letter addressed to you within the last 3 months).

We've been in contact with our client several times and although we have decided to keep this account locked indefinitely we have approved her winnings on 23rd November. The winnings will be paid in full in due course provided that the account is fully verified.

We informed the client and requested documents again on 23rd November but still haven't received a reply.

Hello! Please mind that I have received your email from November 23. I just sent you the documents. But there was never an email from you about verification before that.

Good morning and thank you for your message. I confirm that we did not receive any emails from you.

I just sent you the kyc request again, please reply to my email directly.

Should the attachment be a problem, try to split it and send it in separate message or alternatively upload it on the cloud and share it with us.

Please let us know when done, so we can confirm whether it was received or not.

Many thanks

We would like to ask the ExclusiveBet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Aditional comments from player: "Hello! Casino is paying me right now. In parts"

Dear Bastille,

please let me know when you will receive all of your winnings.

Dear Bastille,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.