Batery Casino - Die Verifizierung des Spielerkontos verzögert sich.

I would like to file a complaint against BateryBet regarding an unreasonable delay in my account verification and lack of communication.

I raised a request on March 27 (Request No: 22305695) because I was unable to place bets on my account. Since then, I have fully cooperated with the platform and submitted every document they requested.

The documents I submitted include:

ID Card

Selfie holding ID with current date

Bank statement (PDF)

UPI app proof showing my name and number

Bank statement confirming my deposits

Voter ID

Additional documents as requested

I have made only 6 deposits on my account, all genuine and from my side:

January 25 – ₹10,000

January 25 – ₹4,837

January 25 – ₹305.60

February 3 – ₹5,600

February 3 – ₹5,360

February 4 – ₹11,293

Initially, while I was submitting documents, the support team responded within 5–8 hours. However, after I submitted all required documents, they suddenly stopped responding.

It has now been over 20 days, and there has been no proper update. Additionally, there has been no response in the request section for the past 5 days.

I also contacted their email support, but I received only generic replies that do not address my issue.

This behavior is highly concerning, as it appears that the verification process is being unnecessarily delayed despite full cooperation from my side.

Due to this issue:

My account remains restricted

I am unable to place bets

I am unable to use my funds properly

I kindly request AskGamblers to intervene and help resolve this issue by:

Completing my verification

Restoring full access to my account

I am ready to provide any additional proof if required.

Thank you for your support.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What is the current real-money balance in your account?
• Has the relevant casino department reviewed any of your documents?
• What types of games did you play at this casino to accumulate your winnings?
• Please forward me the documents that you sent to the casino for verification, along with the most recent communication from the casino regarding the verification of your account at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for your response and for looking into my case.

Please find the details below:

• Current real-money balance(₹11233.60) 

My account is currently restricted, and I am unable to access full details properly. However, I do have an active balance in my account.

• Document review status: 

Yes, the casino has reviewed my documents partially. Initially, they responded quickly (within 5–8 hours) while I was submitting documents. However, after I submitted all requested documents, they stopped responding, and there has been no update for several days.

• Games played / activity: 

I mainly used the platform for sports betting (IPL cricket matches). I did not primarily play casino games.

• Documents submitted: 

I have submitted all required documents, including:

- ID Card 

- Selfie with ID and current date 

- Bank statements 

- UPI proof (showing my name and number) 

- Proof of deposits 

- Voter ID 

- Additional documents as requested 

I will forward all the submitted documents along with the latest communication from the casino to your email (veronika.f@casino.guru) as requested.

I have fully cooperated with the platform, but my verification has been pending for more than 20 days, and there has been no proper response recently.

I appreciate your support and hope this issue can be resolved soon.

Best regards, 

Thank you for your email.

Am I correct in understanding that the date of birth you provided does not match the one shown on your official identification document?

Could you please clarify what the discrepancy is? What date of birth did you enter in your casino profile?

Dear Veronika,

Thank you for your response.

Regarding the date of birth discrepancy, I would like to clarify that while creating my account, I only ensured that I entered an age above 18. However, I do not clearly remember the exact date I entered at that time, as it was done in a hurry.

Currently, in my casino profile, there is no option available for me to view or verify the date of birth I initially entered.

I would like to assure you that all my other details are completely accurate and consistent. My name, phone number, deposits, bank statements, and SIM card details all match correctly and belong to me.

This was an unintentional mistake, and I have already provided my correct date of birth through official documents during verification.

I kindly request you to consider this and assist me in resolving my verification issue.

Please let me know if any further clarification is required.

Thank you for your support.

Best regards, 

Hello!

We're very sorry to hear that you are facing this challenge.

Please share your customer ID so we can identify you as our customer and assist you in this issue.

Best regards,

Batery.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Radhakummari,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika