b-Bets Casino - Player's withdrawal has been delayed due to account verification issues.

B-Bets casino is using a dirty and unethical strategy to avoid paying me the amount I won playing at the online casino.

Let me explain: They requested several documents as proof of identity; such as: proof of residence, identity card, proof of account in virtual wallets such as Neteller and Astropay, etc. All the requested documents were delivered correctly.

It turns out that among the requested documents is one with the following characteristics: "3) Recent bank account statement of the bank account to which the payout has been requested. The bank account statement may not be older than 2 months and must visibly display the date of the statement, first and last name, current address as entered into the player account, and IBAN. A payout cannot be made or may significantly be delayed if such a verification document cannot be provided."

I provided the document as requested, but it was still refused by B-Bets casino.

I went in person to the bank branch where I have my checking account (Bank Branch of Banco do Brasil SA in the city of Paraíso do Sul, state of Rio Grande do Sul, BRAZIL) and personally asked the company manager to provide me with the document. The manager not only provided the document, but also filled in the date I was at the branch in his own handwriting and, as a courtesy and guarantee, stamped it with the institution's official stamp and signed the document in his own handwriting.

To my complete surprise, B-Bets still refused the document, claiming it was a screenshot (when in fact what I sent was a photo of the document generated inside the physical headquarters of the bank branch where I have an account and signed and stamped by the manager).

ACORDING TO MY BANK MANAGER IT IS COMPLETELY IMPOSSIBLE TO GENERATE A DOCUMENT WITH A LEVEL OF DETAIL HIGHER THAN THE ONE I WAS PROVIDED WITH.

Not accepting a document like this as proof of bank account is solely and exclusively bad faith on the part of the B-Bets casino. A dirty tactic to avoid having to pay a customer who played on the site correctly and honestly.

I am attaching the document I referred to in this complaint to this complaint. So that everyone can see its legitimacy.

I have an account at several online casinos regulated by Malta and none of them have ever asked me for a document with such a level of detail that it would be impossible to obtain. The argument that this document is a requirement of the regulatory authority is a lie, because if that were the case, all the other casinos regulated by Malta where I have played and won would do the same. This has never happened at any other casino regulated by Malta.

I await justice.

Dear Pablohenriques,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your bank statement seems to be the only issue here?
• Has the casino approved the rest of your documents?

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

Best regards,

Kristina

"Do I understand correctly that verifying your bank statement seems to be the only issue here?

Has the casino approved the rest of your documents?"

Yes, it seems to me that all other documents were accepted.

"None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process."

But I'm not asking them to be lenient with me. I'm just asking them to be honest and not ask me to produce a document that my own bank manager said was impossible to produce.

As you can see from the file attached to this complaint, my bank statement is completely complete.

And as I said, I have accounts at dozens of regulated online casinos in Malta, I've gone through the KYC process at countless of them and never, ever, has anyone else asked me for a document that had such strict rules.

Thank you very much for your reply, Pablohenriques. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have just sent the email exchange between me and B-bets to the email address mentioned. The email title is "Casino Guru Complaint pablohenriques vs B-bets"

The email was sent on October 22nd at 05:51 (Central European Time (CET)).

Thank you very much, Pablohenriques, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Pablohenriques for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask b-Bets Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter