KYC issues

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

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!

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!