SapphireBet Casino - Документите на играча не се преглеждат.

The casino does not review documents, hence no withdrawal can be made.

It's been 3 days (!) with no response, no processing, nothing.....

Das Casino überprüft keine Dokumente, daher kann man keine Auszahlung vornehmen.

Seit 3 (!) keine Reaktion, keine Bearbeitung, nichts.....

Hello DiePartei,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SapphireBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello!

Since December 16th. On December 20th I was told to send the files larger, which I did the same day. Since then there has been absolute radio silence and this "department" does not contact us or check the documents...

Hallo!

Seit 16. Dezember. Am 20. 12. wurde mir mitgeteilt, ich solle die Dateien größer schicken, was ich am selben Tag noch getan habe. Seitdem ist absolute Funkstille und diese "Abteilung" meldet sich nicht und überprüft die Dokumente auch nicht.....

Hello DiePartei,

Would it be possible to forward the communication between you and the casino so far to nikolas.b@casino.guru?

I just sent it

Habe ich gerade geschickt

Thank you DiePartei for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, DiePartei,

I am sorry to hear about your unpleasant experience. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite SapphireBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear SapphireBet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to complete the KYC and withdraw his winnings? Can you confirm or deny that the casino received the complainant's last email with the requested documents, and from the correct email address? If the emails were received, what documents were not accepted and why?

Can you direct the player with detailed instructions on how to proceed to complete the verification?

Thank you in advance for providing the information.

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.

Dear DiePartei,

Just letting you know that in the meantime, I was in contact with the casino's representatives, and I was provided with the information that the casino is waiting for your selfie, you should have received all the information via email from the casino. To be sure that you receive all the information, you should also receive the resent email with the same.

Also, we found out that there was an incorrect email in our system assigned to the casino representative account, which was updated recently. Thus, it could have caused a delay in response on the casino's side. I sincerely believe someone will provide us with an update directly here soon, and your issue will be resolved.

Thank you for your patience and understanding.

I never received an email and I mentioned it several times in the chat. I'll just send another selfie now, but will that be successful?

Ich habe zu keiner Zeit ein E- Mail bekommen, habe das auch mehrmals im Chat angesprochen. Ich sende einfach jetzt nochmal ein Selfie, aber ob das zum Erfolg führt?

Thank you for the update, DiePartei. I will try to find out more if no one replies here until I have any news.

In the meantime, sure, try to send a selfie and contact the casino CS again regarding an update. Currently, I am not sure if only a selfie solves your problem.

Feel free to share any progress here.

I already sent a selfie. Lg

Selfie habe ich schon geschickt. Lg

DiePartei, can you please also try the following:

• Write to the casino Customer Support from another email if possible, and put your casino account ID and email used in your account to the subject of the email, and explain it in the email body - there are some technical issues with emails coming to the casino's email from the domain you use, so it should help
• I received information that the casino also wrote to your personal account - if I understand it correctly, they very likely mean your casino account; if there is anything like that in your casino account, please, check all the "notifications"/"messages", whether you are able to find any message from the casino

After sending an email to the casino, I recommend you wait maybe a few days until someone responds to you. It usually takes some time.

I have now sent it to the casino from my gmx address. You left a message in the internal system yesterday (for the first time). Let's see what happens now. LG

Ich habe es dem Casino nun von meiner gmx- Adresse geschickt. Sie haben gestern (erstmalig) eine Nachricht im internen System hinterlassen. Mal schauen, was sich nun tut. LG

Dear DiePartei,

Although no one from the casino responds in the thread for some reason, since I am still in contact with the casino representatives outside the thread, and it looks like they are still trying to help us in resolving the matter, I am extending the timer for the casino again.

I will inform you here when I have any updates.

In the meantime, if there is any progress, feel free to let me know about it.

Can you please share with me the information that was in the message you mentioned above?

They currently always want new photos, they are all in the best quality, but they always say that the quality is not enough. A very, very bad and dubious bookmaker

Sie wollen derzeit immer neue Fotos, sind alle in bester Qualität, sie sagen aber immer, dass die Qualität nicht reicht. Ein ganz, ganz schlimmer und unseriöser Buchmacher

Thank you for the update, DiePartei.

If you are not sure about the quality of the photos, feel free to send them to my email for review (branislav.b@casino.guru). I also recommend you check the photos by zooming them in. They should be clear also after multiple zoom-ins. If you are asked for a selfie with your ID, it is important to hold your ID at the same distance from the camera as your face, while everything on the ID should be clear and readable - also you can check it by zoom-ins. If there is a problem with these conditions on your photos, try to take photos with a digital camera or a better phone with better resolution. On the other side, maybe it is a part of the process - to ask players for more photos to rule out that they used the identity of someone else, etc.

In addition, please note that the casino very likely did not receive your previous emails, so it is like the process started from the beginning. Therefore, your patience and full cooperation are highly needed. I sincerely believe that you will be able to complete your KYC shortly.

Recently I was informed that the casino is waiting for the requested documents.

Is there please any progress on your verification?

I sent everything to them, the quality was just right. Since then they have been in another department for review.

Habe ihnen alles geschickt, Qualität hat irgendwas gepasst. Seitdem sind sie in einer anderen Abteilung zur Überprüfung.

Hello, DiePartei,

I have not received any relevant information or updates from the casino representatives for a longer time, so I contacted them a while ago to update us if possible.

Did the casino contact you in the meantime? Is there any progress or feedback for the provided documents, please?

Good morning! After what felt like 20 attempts, you were verified and paid out. Thank you for your help 👍🏼 Kind regards

Guten Morgen! Sie haben nach gefühlt 20 Anläufen verifiziert und auch ausbezahlt. Vielen Dank für eure Hilfe 👍🏼 Liebe Grüße

What great news!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue has been successfully resolved. I will now mark your complaint accordingly in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Although only outside the thread, thank you, SapphireBet Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru