Upbet Casino - 本人確認（KYC）の問題により、プレイヤーの出金が遅延しています。

I staked Flannm OLYMPIC in UPBET and won after many attempts 1,982,142 and 1,682,142 but I was asked to do KYC to enable me draw the winning.

All efforts to submit KYC proved abortive. Nowhere to submit it. No email support or link to the support group.

I will be grateful if you can link me up to the support or the email to enable me submit my KYC.

Thanks

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.

Hello,

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 and it might take a few working days to complete this thorough process. 

Have you tried reaching out to the casino's customer support via email at support@upbet.com? Could you please attach a screenshot of the verification tab in your account?

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, 

Attila

I have today sent email showing my KYC documents to support@upbet.com unfortunately the mail was returned UNDER DELIVERED .

Sir why is it difficult to get them in contact?

Best regards

Dear practical-6,

Thank you for your reply. Could you please share the undelivered email? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please attach a screenshot of the verification tab in your account as well?

Thank you for your patience and cooperation.

Dear practical-6,

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.

Mr Attila replied to my email and forwarded link to get the support of UPBET casino as support@upbet.com .

Unfortunately the email was returned UNDELIVERED.

See the screenshot below

Sorry no way to send the screenshot but allow me to use separate message to accommodate screenshot.

Thanks

I sent message to Attila the complaints specialist who gave his email as attila.g@casino.guru was also returned UNDELIVERED.

No way to see the screenshot link.

Why is UPBET difficult to reach

Why is the complaints specialist difficult to reach with email returned UNDELIVERED.

Why can this interfere not including link to see screenshot?

Best regards

Dear practical-6,

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, Samuel (samuel.s@casino.guru). 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,

Attila

Dear practical-6,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Upbet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Upbet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel