Rembrandt Casino | Casino Sieger | b-Bets | 24Bettle | Big5 Casino | Lucky Bull Casino | Gambeta10 | Tournaverse Support and Complaints Thread

PM sent

Hey i just re-send the document you requested @CondorGaming,

what is my ecopayz main page document including: adress, date and name, all visable.

Please proceed with withdrawal,

All the best.

Thanks for letting us know, huragans. Please keep us posted. 

I will, i will :)

Hi superrups,

Thanks for sending the username. The casino rep has been notified. Keep you posted. 

I am on the watch post :)

Dear Customer,

We have checked the documents that you have sent us.

Unfortunately these can not be accepted as a bill or a proof of address. The screenshot you have sent us is a screenshot of your online profile and pdf version that you have sent us is just a screenshot converted to pdf.

As we have stated many times before, proof of address has to be in the form of a bill you receive on your living address, not from an online account that you possess.

Unfortunately until you provide us with a proof of address in correct format we will not be able to verify your account. Therefore I would advise you to either contact Ecopayz to check with them if they can provide you with such bill or provide us with a legal document from either Police or Immigration Office with which you can prove to us that you are living on the address that is stated on your casino account.

Kind regards,
Rembrandt Casino Complaints Team

Did you check my case? I am kind off waiting for 2 months. :)

Went to the support yesterday they said my verification process is almost finished! I keep hearing that for months. A reply would be welcome.

We'll send a reminder to the casino rep to see why they haven't provided any update regarding your case yet. 

Dear Rembrandt Casino, i did provide you with official bank statement

that i do not posses VISA on the account(incl.name.adress.date)

You requested it as final resolution to this case.

I can sent it again as you lost it, within many email threads we got.

Best Regards,

huragans.

A lot of trouble with Rembrandt Casino's? Thats makes my skin crawl, I stopped playing at Rembrandt Casino because of the reviews I saw on other casinosites. 

Thanks for the update, huragans. We informed the casino about your post and hope they will verify your account soon. Please keep us posted. 

Dear superrups,

We have checked your account and please be informed that we have received all your documents. They are currently in the process of verifying at our Legal department. Since this is a very complex process I would kindly ask you for a little bit of patience until it is done.

I would also like to ask you to keep in mind that some documents have been requested by you numerous times due to the fact that the previously provided files could not be approved. Therefore, your verification is taking longer than it normally does.

In spite of that, your verification process has been prioritized and it will be done shortly. Once it is done, you will be informed via email and also via this forum.

Thank you for your understanding and your cooperation.

Casino Sieger
Complaints team

- 22 October get a message that my account is finally verified.I quote Support Thu, Oct 22, 3:28 PM to me Dear xxx Thank you for your email. Please be informed that your account is verified, "

I have email proof that you verified my account on that date. It was 95% of the verification.

- Front id 
- Back id

- Utility bill

- Bankstatement 

- proof of deposit

- Front visacard (which I didn't use for deposit)

- back visacard (which I didn't use for deposit)

The last email contained that you needed more visa card numbers to be visible and the expiry date. Which is highly sensitive (not the kyc norm) information only cover 4 visa card numbers an cvv. Which so lmuch information visible it's easy to calculate my full visa card number and abuse my card!!  (which I didn't use for deposit)

I did everything what you asked for on 22 october you verified my account and now it taking more then 2 weeks because I adapted the visa card coverage that you needed!!

Just please urge my verification it has been done for 95% I am sorry to say it looks like a stalling tactic for the casino NOT to pay.

I hope it's verifcation  is done by the end of the day!

Just go a email that my account is verified! Now I wait for the payment :)

Awesome. Great news. Thanks for the update. 

Dear Condor Gaming, what about my case?

"

Dear Rembrandt Casino, i did provide you with official bank statement

that i do not posses VISA on the account(incl.name.adress.date)

You requested it as final resolution to this case.

I can sent it again as you lost it, within many email threads we got.

Best Regards,

huragans.

"

Just a email that they processed my payment really fast I will let the forum know once I have it.

Dear Rembrandt, i just sent you official invoice letter/bill with all details:name,adress and date on it.

Please proceed with my withdrawal.

Best regards,

huragans.

I still not received a withdraw also.

What payment method you used for withdrawal?

Bank account. Like they requested.

As far as I can see from our review page it takes 1-5 business days for the money to be in your account. So most probably next week. 

thats how the condor group works stalling and let you wait .hoping youll revert your withdrawal thats all their so called support does...ask them a normal question and they wont even bother to respond i have a withdrawal thats pending as we speak and its doing so for almost 2 weeks  i gave them all the docs they asked and they are revieing them for 2 weeks now whilst every decent casino i play does it in 24 houres.

and because i saw this coming i tried 2 send my docs in and verifie before i made a withdrawal but they rejected it because its all part of their strategie ...really do yourself a favour and find a honoust casino to deposit...cause the condorkartel  only takes and dont give  they dont accept neteller or skrill for withdrawal but for depositing they do accept...little typicall right?

Hi gaius79,

Please provide me with your casino username and email address you used for registration. We're going to notify the casino rep. 

i ve send it to you in PM Melissan

We received your account details and notified the casino rep. Please keep an eye on this topic. 

I got my first payment!

Wow, awesome, superrups. That's great news. 

I got all my money thank you LCB

That's great news. Thanks very much for letting us know. Glad we could help you. 

Hi gaius79,

The casino rep was away from work so she forwarded your account details today. Hope we'll get the answers soon. 

Dear Customer,

Kindly be informed an investigation was necessary in this case, as a connection with another account has been found.

The multiple accounting is a breach of our Terms and Conditions. (https://www.big5casino.com/en/terms ; Multiple accounts, article 47)

Considering the information we have so far and our impossibility to confirm there has been no Multiple accounts breach occurred, all accounts have been closed from further playing in line with our general Terms and Conditions clauses (https://www.big5cqasino.com/en/terms ; Multiple accounts, article 49).

All of the proof from our system has been shared with LCB compliance team.

Sincerely,
Big5Casino Complaints team

b- bets

again problems with verification took a certificate from the Bank with the address and all the data. sent it to the casino. but their chat never works!. and the mail is answered once a day only on business days. I sent them all the necessary documents but every time they respond to me with templates they don't tell me what exactly I need to provide them with? help me I have already canceled 2 withdrawals because of this.

Hi иван иванов,

Could you please private message me your casino username and email address you used for registration?

The casino rep will be notified. 

Here's what they write to me and let them answer my questions on each item. Over the past week, my documents have been verified in many European casinos. But this network surprises with its behavior towards players (

Dear Yakov,

Thank you for your reply.

Please note we have went through your documents once again. Kindly note that in order to proceed with your verification we would need to receive following:
copy of a recent, not older than 2 months, utility bill visibly displaying your name, address, and date. (please note that the bill can be in Latin script, or it can be translated in English and notarized)
screenshot of Muchbetter transaction to Condor Gaming / b-Bets, showing account information (account ID or email). The document can be in a pdf version or as a screenshot in which case all the information needs to be displayed on one page. (it needs to be in English, or at least in Latin script)
screenshot of Neteller transaction to Condor Gaming / b-Bets, showing account information (account ID or email) in the top right corner. All the information should be displayed on one page. (it needs to be in English, or at least in Latin script)
copy front/back of your bank card signed on its back. Middle 5 digits must be covered as well as the CVC code on the back. (it hasn't been provided)
your mobile number
In the attachment please find examples of the Muchbetter and Neteller documents we would need to receive. As for mobile number, please confirm us your what is your number in reply. I hope this answer has helped and in case of further inquiries please let us know.

1. I did not make deposits from the card why do you ask for a photo and which card? 

2. Why do you ask for a utility bill to confirm your address if I provided you with a fresh Bank statement with my address and all my passport details? 

3. You ask for a screenshot of a Neteller with a transaction but I haven't used it for more than 7 months. from what date do you need a screenshot of the transaction? 

4. You ask for 2 help with match better I provided you with 2 screenshots of the transaction and my mail from the mobile app. Where can I get these certificates? Explain how this is done the mobile app doesn't have all the data you're asking for 

23:05, 5 декабря 2020 г., "Support b-Bets" 

Here's my Bank statement with an address from December isn't it appropriate to verify my address?

Username kadrus2002

I will press for an answer to each point of my questions 

Thanks for the explanation, the casino rep will be notified. 

All my questions that I wrote above I sent them by mail and now the answer is the same as the previous one. Maybe you should answer the player's questions specifically instead of writing the same template for a whole week. Last time in 24betit, I verified my account for 4 weeks, even though I had the entire set of documents. And one more question I can't confirm the phone after entering the password from the SMS goes to edit the profile and the phone is not confirmed. What should I do about it?

Dear Yakov,

Thank you for your reply.

Kindly note that in order to proceed with your verification our relevant department needs to receive following:

- copy of a recent, not older than 2 months, utility bill visibly displaying your name, address, and date. (please note that the bill can be in Latin script, or it can be translated in English and notarized)

- screenshot of Muchbetter transaction to Condor Gaming / b-Bets, showing account information (account ID or email). The document can be in a pdf version or as a screenshot in which case all the information needs to be displayed on one page. (it needs to be in English, or at least in Latin script)

  - screenshot of Neteller transaction to Condor Gaming / b-Bets, showing account information (account ID or email) in the top right corner. All the information should be displayed on one page. (it needs to be in English, or at least in Latin script) copy front/back of your bank card signed on its back. Middle 5 digits must be covered as well as the CVC code on the back. (it hasn't been provided) your mobile number.

 As for mobile number, please confirm us your what is your number in reply. I hope this answer has helped and in case of further inquiries please let us know.

We are obligated to have these documents due to the legal and security reasons. 

Have a good day.
 
Let us know if you have more questions, we are happy to help you!

Sincerely,
Elly
b-Bets Support

They never answered me. Maybe it's time to send them to the black list. For delaying verification for weeks.

The casino rep informed us that your case has been sent to the relevant department and they will get back to us as soon as they get the info. We'll keep you posted. 

Dear Customer,

We have checked your case. Please allow us to inform you that as per our Terms and conditions your account can not be verified if we do not receive all necessary documents.

Please note that our legal team has deemed that the bank statement is not credible enough proof of your address. Therefore, as per our Terms and conditions, we have requested from you to send us another proof of address. This could be any sort of invoice bill. (tax bill, insurance bill, phone bill, gas bill, etc,...)

A photo of your bank card and number confirmation is needed since you have used a payment method QIWI for which we are obligated to request these documents.

Since you have used your Neteller account last time in March for making a deposit in our casino, you can send us either a screenshot with a transaction from March or just a screenshot of your account, however it is necessary that it has your email address visible on the screenshot.

The example of Muchbetter transaction can not be downloaded from mobile application, however you can get it over the desktop version or you can ask Muchbetter support so they can provide you with one. It is important that all informations are visible on one page.

Kind regards,
b-Bets
Complaints Team

It is very strange that your casino is not satisfied with a Bank statement with seals and all the necessary details in English. All receipts for utility payments in the Russian language? Are you satisfied with documents in Russian? As for the QIWI, can you clarify: did I make a Deposit using the QIWI itself or did I use a card? I have 2 QIWI cards and an app on my phone with one account which card of the 2 do you need to provide? Write the last digits of this card on the map. About match better don't you know that they don't have a computer version anymore but only a mobile version? If it is not difficult for you, please send an available link to my email address, as I can't find it myself. And you do not have one of the casinos in your network is not confirmed phone after entering the code goes to the profile without completing the confirmation operation what should I do with it?

maybe it was worth answering before the end of the working week?

We've sent a reminder. Hope we'll get the answer soon. 

Dear Customer,

Please send us a copy of your bill where it is visible your name, address and date of issue and we will check with our legal department if it can be accepted in cyrillic. For your deposit made with Qiwi, our legal department decided to ease up and they are requesting only a screenshot of a transaction you have made with Qiwi, either the one made on 25th of May 2020 or 1st of June 2020. We just kindly ask you that, on the screenshot we can see your name and/or phone number as well as a transaction to Condor Gaming. Regarding Muchbetter proof of deposit, if you can not download the pdf version of Muchbetter, you can contact the support so they can provide you with one. We haven't had any issue on providing this document with our other players.

Thank you for your understanding and cooperation!

Kind regards,
b-Bets
Complaints Team  

Well I'll try to provide you with everything you need. I doubt only about muchbetter as I wrote to them in the chat 7 days ago about such inquiries but they closed the ticket without a response

@CondorGaming - could your support please assist иван иванов to submit the relevant docs? 

Good Day

So I made my first deposit at Rembrandt today using Ecopayz and Claimed a 120% bonus and free spins.

After my deposit my balance was around 26 euros and I started playing slot games. As far I know the wager requirement is 30x the deposit and bonus amount which should be around 780 euros based on my deposit and bonus amount together. Deposit was 12 euros and the bonus issued was 14 euros.

I played now for a few hours and realised I have placed bets iin total of 1596 euros however I noticed my wager is just a little over 20% complete. I mean my wager is supposed to be done, my wager bar moves very slowly and all slot games count 100% towards wager.

I simple do not understand what is happening here. 26 euros bonus with x30 wager and I wagered 1596 euros and my wager is 21.5% complete? What is happnening? Please can LCB help me with sorting this issue.

Thanks