Complaint #13 Optibet Casino

KYC issues

By Juicci1

4 years ago

Message on forum

Hi,

I can’t verify my account due to an unusual KYC request and the Casino no longer investigates the issue:

"As a reminder, please provide a bank statement where is visible deposit from your card CC**** to our site. Make sure all this information is visible: In this document should be visible deposit to us, IBAN number, bank name, your full name, date, card number/details. It can be a PDF or a screenshot. Please note, if you send us a screenshot, make sure full URL of website is visible."

I have told the customer service that an IBAN number doesn't exist in the Credit card transactions in my bank application, so I can’t deliver that kind of document. The same issue has been confirmed by other community members (AskGamblers, Casino.Guru) as well; an IBAN information is not available on Credit card transaction and it is located elsewhere in the banking application. When I asked the bank about the document they said it is possible to modify the statement but then it wouldn’t be a website anymore as Optibet requires url of the website also.

So I delivered two different documents as a proof of payment; one with an IBAN numbers (bank transfer) and another one with the Credit card details that were available, but both statements were rejected by the casino's responsible department.

When told the customer service that I wasn’t satisfied with their request (resolution) and wanted to file a complaint they stopped responding to my messages.

Please help me with this issue, thanks!

Disputed Casino Optibet Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Juicci1

• Finland • 1 reviews

4 years ago

You are referring to my case and that's correct, it has been resolved now. Although my CC was banned the operator finally trusted my word and the documents so that I couldn't provide the requested information.

Resolved.

Optibet Casino

• Representative

4 years ago

Sorry to say, byt this is an isolated incident, another user using the same bank got their documents verified 4 days ago, and there are no more complaints about this issue. We do not invent these regulations, and as they are generally applied by the regulators - their purpose cannot be intentionally creating impossible KYC situations for customers. Please, this should be resolved between you and the customer support, while being open-minded and cooperative.
We understand your frustration, but please also consider our reasoning - there are certain standards and requirements, which we cannot bypass or make an exception in. We would promptly address, if there was a mistake in the system and/or other customers would complain on the matter, forming a pattern... in this case - we simply cannot see the issue on our side.
We feel for you in this situation and hope you can find a way to get your account online agian.

Juicci1

• Finland • 1 reviews

4 years ago

Hi,

Thank you for your response.

Technically, it is not possible to provide the document you requested by default (confirmed by the bank). I have proved this with the screenshots provided to you. The instruction you provided was from some kind of direct CC payment, not a standard credit card transaction.

The document you requested can be obtained from the bank for an additional fee, but it would no longer be a website.

because I cannot provide the required documents this case cannot be resolved.

Optibet Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $2,010

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Optibet Casino Complaints

See all complaints for this casino

Delayed payment 9400 EUR

I am submitting this message as a formal complaint regarding the handling of my account and withdrawal requests on your platform.

I deposited a total of €4,000 on 22 November 2025 and started betting on your website. As a result of successful betting, my account balance increased to €9,400.

I have attempted to withdraw my funds multiple times:

A withdrawal request made on 22 November was rejected

Multiple withdrawal requests made between 26 December and 6 January have all been rejected

To date, not a single withdrawal has been approved or paid.

The stated reason for rejecting my withdrawals has been an ongoing and fragmented request for additional verification documents, which are requested one at a time. I have provided all requested documents promptly; however, they have repeatedly been rejected without valid or consistent justification.

Examples include:

A bank statement is being rejected as proof of address, despite this document being accepted by other licensed gambling operators

I was asked to provide a 3-month bank statement, but when I submitted it in multiple files, it was rejected because it was not “continuous,” even though this requirement was never communicated in advance

This process appears to be a deliberate delay tactic. I have spent an excessive amount of time complying with repeated and changing document requirements, despite having fulfilled all reasonable KYC and verification obligations.

My demand is as follows:

Immediate payment of my full balance (€9,400)

A written explanation detailing the specific reasons for the rejection of my previous withdrawal requests

Resolved

€9,400

KYC issues

I have 3k sitting on my Optibet account which I tried to withdraw but they needed to do the ID verification first, fine. Then they wanted to ask about my occupation and stuff, fine I submitted the form. Then they wanted to have the proof of payment and address verification which I provided. Now they don't accept those documents and don't answer anymore. First they delay all they can and during the last step they reject and stop answering.

I provided them Bank statement which had all the information they asked about the payment and additional receipt from payment, rejected still. Also provided fresh bank statement which clearly states my address, rejected.

Resolved

€3,000

Missing jackpot winnings

Hi,

On February 20th, I was playing a game called Thunderstruck and hit the progressive daily jackpot of 925,36€ but the money was never added to my account balance. Then I contacted Optibet’s customer service and their message was to be patient while they investigate the issue.

It's been over a month and still no payment or update/response.

Your assistance is greatly appreciated, thank you in advance!

Resolved

€925

Declined withdrawal due to free spins given by 'error'

I received 100 free spins-31.dec.2016.i win 23.17 €.After I will make wager and I made withdraw request 600 euro.After 24 hours They said me via Live chat, so Free spins It was in error at my account and I can't payout any money. i send documents.i m make deposit. I send screen. please help me login optibet:agnsmo15

Resolved

Gave 100 free spins by mistake and declined 80 euro withdrawal!

Hi, I have problem with this casino. I have received 100 free spins for game starburst Yesterday,I have won 14.33 from Them. After I will make wager and I made withdraw request 80 euro. After 24 hours They said me via Live chat, so Free spins It was in error at my account and I can't payout any money ......Please help me.

Resolved

Cancelled 250 euro withdrawal after successfully wagering their bonus

I received 100 free spins on 31 December i won 7euro so i had to wager x35 this 7euro, i wagered 100% of it and on my account remain 250euro real money,so i made deposit 10euro and made withdraw requiest 260euro,,,today i enter my optibet account see on my balance 10euro,i checked transacion history and saw 250euro removed out from my balance,,,i contact support they said the bonus was removed "but what was the reason?" It turnd out probably that this site use such scam offers just to force people to make account of their site and make deposit.