RTbet Casino - Spillerens tilbagetrækning er forsinket på grund af verifikationsproblemer.

Hello,

I've been trying to verify my account and withdraw the funds for two weeks. I uploaded the bank statement they requested in PDF format, but it keeps getting rejected.

Unfortunately, my bank issues the monthly transaction record for my card with a password for security reasons, which might be preventing them from verifying it. I also shared the PDF without the password, but they rejected it because it’s not the original and they claim the language is incorrect (which is not true).

I communicated with them via email as well and shared the documents in every possible way, but no one can specify the error.

I am very concerned about the significant amount of money I wish to withdraw.

Hola,

Llevo dos semanas intentando verificar mi cuenta y retirar el dinero. He cargado el extracto bancario que me solicitan en formato PDF pero lo siguen rechazando.

Lamentablemente mi entidad bancaria emite el registro mensual de transacciones de mi tarjeta con una clave por temas de seguridad, quizá eso impide que lo puedan verificar. Les compartí también el PDF sin clave pero lo rechazan porque no es el original y porque indican que el idioma no es el correcto (lo cual es falso).

Hablé con ellos por correo también y les compartí los documentos de todas las formas pero nadie puede especificar el error.

Estoy muy preocupado por el monto importante de dinero que deseo retirar.

Dear flaviasalinas13,

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 your bank statement seems to be the only issue?
• Have you provided any other documents to verify your identity 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,

Yes, all other documents have been approved for two weeks. The bank statement is the only one that keeps being rejected.

The problem is that my bank issues the PDF of my account statement with a code (which is my document number); so when I upload it, they reject it.

I also tried to upload a version of the PDF without a key but it was rejected because it was modified and not the original.

I am quite worried and scared because I am not getting any clear answers.

Hola,

Sí, todos los demás documentos se encuentran aprobados hace dos semanas. El extracto bancario es el único que me siguen rechazando.

El problema es que mi entidad bancaria emite el PDF de mi estado de cuenta con una clave (la cual es mi número de documento); entonces al momento de cargarlo, lo rechazan.

Intenté también cargar una versión del PDF sin clave pero me la rechazan al ser modificada y no la original.

Estoy bastante preocupado y asustado porque no recibo ninguna respuesta clara.

Thank you very much for your reply, flaviasalinas13. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear flaviasalinas13,

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.