CampoBet Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

I made a withdrawal request a month ago. I sent them my ID, jeton wallet account screenshot and others. But they start to ask me for impossible things like list of my transactions from MuchBetter for last 3 months in .pdf format (it's possible to generate that list for last month only) or Jetton Wallet transactions list for last 3 months what is impossible too. I am asking on the chat what's wrong but I don't get the answer. I only get an information that I should wait for the contact from Security Department. It lasts a month. Please help mi with this issue.

Dear underosik,

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 takes KYC lightly.

According to the muchbetter FAQ:

"If a gaming merchant requests to add a piece of specific information about your MuchBetter account that is not included in the provided statement, please contact our support at support@muchbetter.com and our team will review it for you."

According to the Jeton FAQ:

"In the Jeton Card page there is a "Statement" button. You may get your statement with a date range in CSV or PDF format."

Please let me know if that helped you or if you require any additional assistance.

Thank you in advance for your reply.

Best regards,

Tomas

MuchBetter is having troubles. Support is not responding so it's impossible to send statement for last three months. I sent them what is possible to get from MB. From the Jeton, I sent them required documents earlier. I did things as you told me to do, but I doesn't work. They are no responding me or asking for them same documents as earlier. It doesn't matter that I sent it before.

Do I understand correctly the documents you sent to the casino were rejected? What exactly are the requirements set by the casino for the transactions list? Would you be able to forward the feedback you received from the casino to my email at tomas@casino.guru?

I sent the e-mail history to your e-mail. As I said before they are asking me for the things I sent them before. Feedback is still the same, they want the same documents as earlier.

Thank you very much, underosik, for providing the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Dear underosik,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about the account verification and subsequent payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of CampoBet Casino to join the conversation and participate in the investigation of the case. Could you please explain why the player's documents are not sufficient for verification purposes?

CampoBet sent me the message that they are closing my account and clearly stealing my money. Please do somenthing. I sent them all required documents and they make something like that.

Dear Team,

Thank you for reaching out.

As the customer confirmed above, his account was closed in accordance with the following points in our Terms and Conditions: 

12.1 You shall not engage or attempt to engage in any of the activities listed below:

<...>

12.1.2 Providing us with false, incomplete or outdated information, or otherwise attempting to circumvent our Checks, or undertaking any other fraudulent activities;

<...>

The review of the documents provided by the customer confirmed that he breached the above point of the rules. Please advise if we may forward the details of this case via email.

Please feel free to contact us if you have ay questions.

Sincerely,

CampoBet

Dear CampoBet Casino representative,

Thank you for your response. Please send me the details of the case to the email address veronika.l@casino.guru

Dear Veronika,

Thank you for getting back to us.

We have forwarded the details of the case to your email.

Sincerely,

CampoBet

Dear underosik,

Playing in an online casino is allowed only in your name. When you deposit, you have to use a payment method that belongs to you. Using someone else's payment method is forbidden because it is fraudulent, prevents proper identity verification, and may cause payment processing issues.

We received evidence that the names of the casino's account owner and the Jeton and MuchBetter owners do not match.

Are you aware of it?

I didn't know that. My main deposit method was MuchBetter but that wallet have troubles and I can't withdraw money to it. MuchBetter is on my name. CampoBet asked me to provide another way to withdraw money. I asked my friend to get me his JetonWallet number only to withdraw money and close account, because other options was not avaible. I don't have account on JetonWallet. I didn't know that is forbidden. Now, I know it, but still I think it's not the reason to steal me that huge amount of money.

I'm sorry but by using someone else's payment method, you broke the casino's Terms and Conditions. It is a standard practice for online casinos to cancel any winnings and suspend the user's account once they discover that the player has used a payment method that does not belong to them.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I'm sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.