RTbet Casino - Гравець відчуває затримки перевірки.

Hello casino guru,

I have problems here with verification. I send the all the documents, but nothing happened. i can t send only for requested date because my bank send me montly pdf transactions pdf. I can t receive a pdf document for the desired date, that's why I send them a pdf transaction for 2 months, but they don't accept it. Everything else is fine, but I don't understand where the problem is, since the last 2 months of my card have transactions. I hope that the matter will be resolved soon, because I have been waiting for this for some time. Thanks for your help.

Good day

Aljaz

Dear aljazgombac,

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

• Do I understand correctly that verifying the bank statement seems to be the only issue?
• Have you provided any other documents and have they all been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

I can let you know that the verification was successful after 1 month, I hope the payment will be this week because everything is very slow.I did the verification for the weekend. I am also sending proofs.

Good day

Aljaz

Thank you for your reply, aljazgombac. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Dear aljazgombac,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.