Juicci1

Hello! No, the casino is not active anymore. Their latest reply is from the beginning of March. No timetable, not even an estimate, has been given.

Ok, thank you! Is it 1 month from the day that issue occurred or 1 month since their last response? I tried to file a complaint but it got rejected due to pending investigation.

Yes, I have that screenshot, just didn't post it here.

A pop-up message said you won 925e and I was playing with raw balance. It was the daily jackpot as seen in the pic below.

On February 20th, I was playing in a casino (optibet.com) and hit the progressive daily jackpot but the money was never added to my account balance. Then I contacted the customer service and their message was to be patient. It's been over three weeks and still no payment. I can’t file a complaint because: “investigation not over yet”. So what are my options? Wait another month or two?

Complaint submitted. It is now waiting for approval.

Ok, thank you very much. Should I add the case for missing winnings to the same complaint or make a separate complaint for both cases?

Yes, it seems that I need use some complaints service. In Optibet website they advice to use IBAS for Alternate Dispute Resolution, I guess I can try yours though. I have two complaints to file, one is this restriction issue and the another is about missing casino winnings. Winnings are now 97 hours delayed and I'm not sure should wait some more or is it just wise to file the claim now.

Hello and thank you! I'm from Finland. It is a very odd request indeed. Yes, I told them that unfortunately I can't provide such information because in my credit card- transactions there are no IBAN numbers. So I uploaded two different transaction statements one from my cc and one from my bank account so that the IBAN numbers where provided as well (both accounted to the Casino). They rejected both of these document. They stoped responding my messages and told that the account remains restricted as long as they get the document with all the listed information. Been their customer since 2016 with no issues before. Moving money both ways and identifying by drivers licence. Now they wanted me to upload a set of new document because of the regulations. I asked the bank and they said they can modify the statement as needed but then it wouldn't be a website anymore, and Optibet requires "a screenshot full website URL". And of course these specific statements costs extra and not guaranteed that the modified document would be approved by Optibet. There are no examples how it should look like and no other casino has the same KYC- demands.

Hi, I'm having issues with Optibet verification (KYC) process. They require following: Proof of credit card payment Provide bank statement with visible deposit from your credit card to our site. IBAN number, bank name, your full name, date, card number/details should be visible in a screenshot or PDF file. In a screenshot full website URL should be visible. The problem is that in my bank IBAN numbers are shown only in the bank statement with regular bank transfer, not in the credit card stream. Operators are not willing to accept the document of bank transfer but only the cc payment with IBAN numbers. Have you come across anything like this? What to do when a casino ask something that you can't provide? I think no other casino have the same kind of requirement for KYC process?