iBet.com Casino - Проверката на акаунта на играча се забавя.

They are refusing to validate my account so i would be eligible for a withdraw. At this point they are just playing stupid. I have sent the documentation they are asking for multiple times to multiple email adresses either provided by their chat or straight reply to their message asking me for the documents.

I contact them and they give me an address to send them to and i instantyl send them the documents. Then they dont contact me at all until i cotact their chat again and tell me they havent received any of my messages. I have checked my email and the addresses multiple times and they appear normally sent for me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Yrmelo,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

I have sent them pictures of my ID (Approved), PDF for Proof of Address (Approved), pictures of myself holding my ID (Approved) and multiple different banking statements which they first approved but kept asking for new ones and now it seems they are pretending to not receive my new ones.

As for these Bank statement documents. I have sent the same ones they ask for 21.6.2026, 29.6.2026, 3.7.2026 and 13.7.2026. The dates were taken from my sent folder in my email.

Thank you very much for your reply, Yrmelo. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I have now forwarded you the messages. Im also attaching a screenshot of the verifications page.

Dear Yrmelo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite iBet.com Casino representative to join this conversation.

Dear iBet.com Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hi Barbora,

We would like to kindly advise you that we are communicating internally with the player to resolve this issue.

Best regards

Dear iBet.com Casino,

Could you please provide an update on the player's verification status? If there are any new developments or any documents still required, please let us know.

Thank you.

Dear Barbora,

Please note we have requested and are still waiting for a full Bank Statement from May 1st until June 1st.

Once we have the full document we will be able to complete the verification process. 

Kind regards,

Dear player,

The casino has confirmed that it is still waiting for the complete bank statement covering May 1st to June 1st. Please resubmit the requested document and let us know once this has been done.

Thank you for your cooperation.

I have submitted the documents a couple days ago. The thing is they are asking for history that does not exist. The bank account in question was made 3rd of may and the first transactions on it seem to be on the 11th of May. I have told them this and it even shows on the emails i have sent you earlier. Also my bank doesnt allow me to crop the dates to exactly 1.5-1.6. All i can do is send them the bank statement for the month of May and month of June. Im suspectiong theyre trying to use this to have a way to decline them since its impossible to have the 1.6 date on the same document with the month of May.

If you give me an email im more than happy to send you the bank statements too.

Dear iBet.com Casino,

The player has explained that the bank account was opened on 3 May and that their bank cannot generate a statement covering exactly 1 May - 1 June. According to the player, the bank only issues monthly statements.

Could you please confirm whether separate bank statements for May and June would be acceptable for the verification? If not, please clarify what alternative document you would be able to accept in this situation.

Thank you in advance.

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

Dear Yrmelo,

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,

Barbora