SapphireBet Casino - プレイヤーは撤退の遅れと不明瞭な対応に直面している。

Hello, I am compelled to present my complaint through this method. I've exchanged more than 40 emails with the site, providing them with everything they've requested perfectly.

They have asked me for:

-ID on both sides.

-A selfie with my ID and their email visible.

-Utility bill from my residence.

-Bank statement showing my name and address (this was the last request).

I sent them the latest request of the bank statement, and they haven't given me a clear response. (All emails were in English, and the response to the email where I sent them the bank statement was in Russian with the following message: "Please read the security requirements carefully."

(The message doesn't make sense)

After that, I replied to this message asking if my account had been verified, and they answered with: "All inquiries on the subject of the year are more clearly recorded in this email thread."

(In the previous emails, they don't say anything and leave nothing clear)

I need an immediate solution because I have sent everything requested perfectly, and my money has been on the site for over a week, and they won't let me withdraw it. I feel like they are playing with my time and money, and these days have been extremely stressful for me because I need that money. Today, I had to go to the bank to get the documents they asked for regarding the statement, I sent it to the site, and they are still incapable of giving me a response.

Every time I attempt to make a withdrawal, the same message keeps appearing that documents are needed and that I should contact the security team.

Also, I want to add that customer service doesn't help at all; their only response is to refer me to the security team by email (who are also unclear).

Hola, me veo en la obligacion de presentar mi queja mediante este modo, he intercambiado mas de 40 correos con la pagina proporcionandoles todo lo que me solicitan a la perfeccion.

Me han pedido:

-DNI por ambos lados.

-Selfie con mi DNI y que se vea el correo de ellos.

-Cuenta de servicios publicos de mi domicilio.

-Extracto bancario donde salga mi nombre y direccion (esto fue lo ultimo).

Les mande lo ultimo que me solicitaron del extracto bancario y no me dan ni una respuesta clara (todos los correos eran en ingles y la respuesta a mi correo mandandoles el extracto bancario me respondieron en idioma ruso con el siguiente mensaje "Porfavor lea atentamente los requisitos de seguridad"

(no tiene sentido el mensaje)

Posterior a eso les repondo a ese mensaje preguntandoles si mi cuenta ya se verifico y me responden con lo siguiente "Todas las consultas sobre el tema del año se registran mas claramente en este hilo de correo"

(En los correos anteriores no me dicen nada y no me dejan nada claro)

Necesito una solucion inmediata ya que les he mandado todo lo solicitado a la perfeccion y tengo mi dinero en la pagina hace mas de 1 semana y no me dejan hacer el retiro de mi dinero. Siento que estan jugando con mi tiempo y mi dinero y ha sido unos dias demasiados estresantes para mi ya que necesito ese dinero. El dia de hoy tuve que ir al banco a pedir los documentos que me pedian del extracto , se los mando a la pagina y no son capaces de darme una respuesta.

Al intentar hacer un retiro me sigue saliendo el mismo mensaje de que se necesitan documentos y que hable al equipo de seguridad.

Agregar tambien que el servicio al cliente no ayuda en nada, las unicas respuestas que tienen es que le hable al equipo de seguridad por correo (que tampoco son claros).

Dear ajadue9,

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.

• Could you please share the last request from the casino regarding your bank statement?
• Was your deposit to the casino in the list of transactions on the bank statement?
• Was the bank statement you sent in sufficient quality?
• You can share the screenshots here or alternatively send the information to my email at tomas@casino.guru

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,

Tomas

Tomas, I sent everything you requested to your email, I look forward to your response!

Tomas, te enviado todo lo solicitado a tu correo, estoy atento a tu respuesta!

Thanks for your email.

• Do I understand correctly you sent a bank statement of the bank account used for a deposit in the casino?
• Was the transaction you deposited in the list of transactions found on the document?

No, since I asked them if it could be the bank statement from any of my banks and they answered yes (I sent you the proof in the previous email)

No, ya que les pregunte si podia ser el extracto bancario de cualquiera de mis bancos y ellos me respondieron que si (la prueba te la mande en el correo anterior)

Thank you very much, ajadue9, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 ajadue9,

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

Dear SapphireBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I came to clarify that the casino already let me make my withdrawal, equally very stressful everything, almost 1 month verifying the account, I imagine for people who do not have everything they ask for and it is more difficult for them and they end up losing the money, I would not recommend this page to anyone, they left me without betting since they limited all my bets.

Vengo aclarar que el casino ya me dejo hacer mi retiro , igualmente muy estresante todo , casi 1 mes verificando la cuenta , me imagino para la gente que no tiene todo lo que piden y se les hace más difícil y terminan perdiendo la plata , no le recomendaría esta pagina a nadie , me dejaron sin apostar ya que me limitaron todas las apuestas

Dear ajadue9,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru