Bet1000 Casino - Casino rejects player's ID for verification.

Hi!

In a nutshell, I deposited 300 NOK and won 1600 NOK, but I wanted to withdraw the funds. The casino does not verify my account, and I am unable to withdraw funds.

The casino does not accept players from Latvia; however, they are accepting players from Norway.

The issue is that I am a citizen of Latvia; I have a Latvian passport; however, I am a resident of Norway. I have been living in Norway for more than 10 years. So I am eligible to play in the casino, but they do not verify my account just because I don't have a Norwegian ID.

I provided all necessary documents proving I am a resident of Norway, such as utility bills, Norway bank statements, selfies located in Norway, etc., but the casino still does not verify my account. As the only proof of residency, they require a Norwegian ID. Since I am a citizen of Latvia, I have a Latvian ID. They refused to verify my account until I provided the Norwegian ID.

Nowadays, considering globalization, it is obviously obvious that the ID of a certain country cannot be used as evidence of residency.

I think you are mixing two different terms: resident and citizen of the country. And in their terms and conditions, there is nothing mentioned about citizenship.

I will copy and paste some replies from their team:

"I'm afraid we cannot proceed with your request until a Norwegian identity document is provided."

"Our records indicate an issue with eligibility based on geographic restrictions, specifically regarding players from Latvia. As per our policy, we require a Norwegian ID for membership validation."

"Our terms and conditions specify that we require a Norwegian ID for account verification, and it appears that we have a Latvian ID on file for you."

However, when I asked which point the T&C specifies, I needed to provide a Norwegian ID, but they could not give any answer because there are no such points in the T&C.

To sum it up, I strongly believe the casino does not follow its own T&C; they are finding excuses, not verifying player accounts, and not paying winnings. I provided enough documents proving I am a resident of Norway.

I hope you can help me in this specific case. Also, please reduce the rating for the casino; they are no fair at all.

regards.

Dear Bloodygambler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you provided proof of address showing your permanent residency in Norway?
• How long ago you registered your Casino account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, I have checked the general terms and conditions, and this is what I found (here):

10. LEGAL USE OF THE WEBSITE

10.1 Access to or use of the Website or any of the Services via the Website may not be legal for some or all residents of or persons in certain countries. We do not intend that the Website should be used for betting, gaming or any other purposes by persons in countries in which such activities are illegal, which includes the USA, France, The Netherlands, the Dutch Caribbean Islands (Aruba, Curaçao and Sint Maarten), Bonaire, St Eustatius, Saba, Malta, United Kingdom, Latvia, Lithuania, Estonia, Germany, Austria, Czech Republic, Hungary, Serbia, Portugal, Spain, Ontario (Canada), Cyprus, Slovenia, Slovakia and those territories listed in the Website. The fact that the Website is accessible in any such country, or appears in the official language of any such country shall not be construed as a representation or warranty with respect to the legality or otherwise of the access to and use of the Website, and the making of deposits or receipt of any winnings from Your Account. The availability of the Website does not constitute an offer, solicitation or invitation by us for the use of or subscription to betting, gaming or other services in any jurisdiction in which such activities are prohibited by law.

In summary, the document lacks information regarding citizenship and solely addresses residency.

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,

Petronela

Hello!

Yes, I have provided proof of address and my permanent residency in Norway.

I registered at the casino a few weeks ago.

One correction: I texted 1600 NOK; it was a typo; actually, it is 16 000 NOK.

Thank you very much, Bloodygambler, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: I adjusted the disputed amount from kr1,600 to kr16,000.

Hi Bloodygambler,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Bet1000 Casino to join this conversation and participate in the investigation.

Can you please explain the matter? Based on what term, as per your T&C, have you rejected the verification of the player?

Thank you.

Best regards,

Tomas

Dear Davis and Tomas,

I am happy to address the matter and provide additional information regarding the case in question.

As stipulated in our Terms and Conditions, our operations are subject to certain regulatory constraints beyond our control. Consequently, we are prohibited from accepting players from specific countries and jurisdictions, including Latvia.

The player in question has submitted two Latvian documents—a driving license and an ID. Despite the player's assertion of being a resident of Norway for over a decade, both documents were issued subsequent to this period. Notably, the ID was issued in Latvia earlier this year. Ordinarily, had the player been a resident of Norway, these documents would have been issued by Norwegian authorities. It is imperative to note that possessing a bank account in Norway does not serve as conclusive evidence of residency in that country.

We would gladly proceed with the player's withdrawal once we receive compelling evidence substantiating their status as a resident of Norway, as opposed to a Latvian resident. Regrettably, based on the documents received thus far, it appears that the player is, in fact, a Latvian resident—possessing a Latvian ID and driving license—without any documentation from Norwegian authorities, despite the claim of residing in Norway for over a decade.

Kindly inform us if you require any further information or clarification on this matter.

Best regards,

bet1000

Dear Bet1000 Casino,

Thank you for providing us with the information. However, it is important to note that we must consider the players who should be restricted by your Terms and Conditions. If you allow players from restricted countries to register and play on your platform, you are essentially helping them to bypass the restrictions. This can result in them losing their money, which is not in their best interest. Therefore, if you do not want players from specific countries, it would be best to prevent them from registering and playing on your platform at a software level. This is a simple solution that can help ensure compliance with your policies.

We expect you to intervene and find a solution that satisfies both sides.

Thank you.

Tomas

Hi, Bet1000 and Tomas!

Regarding the document ID and driving license, even though I am a resident of Norway, it doesn't forbid me to travel to Latvia to visit family and renew my documents there. I want to remind you that I have provided you with not only the Norwegian Bank account statement but also the local utility bill. Do I need to go to the nearest local city and take a selfie with the city name sign? I can, if needed.

Or do I need to spend my time going to the tax office to get a document from there?

I am adding the definition of Resident.

"A resident is a person who lives somewhere permanently or on a long-term basis."

It is nonsense; I have never experienced any similar issues in the past with any casino.

Hi Davis, hi Tomas,

@Tomas, I would like to clarify that in fact we do block players from restricted countries, including Latvia. This is done by Geolocation / IP. However, if a player from a restricted country signs up or is logging in from a non-restricted country, we will only find out during the verification process of the documents. You know as well as us that the verification of the documents usually happens before the first withdrawal.

@Davis, I would like to highlight again that we will be more than happy to process your withdrawal as soon as we receive a valid proof of residency. Unfortunately, a selfie with a city name is not a valid proof of residence. Furthermore, if you were not a resident of Latvia, how would you be able to renew your documents there (despite your passport) ?

Best regards,

bet1000

Dear Bet1000 Casino,

Could you please clarify which document is required to confirm a player's residency in Norway?

Thank you.

Kind regards,

Tomas

Dear Bet1000 Casino and Tomas,

I think Bet1000 is mixing definitions of resident and citizen.

"Citizen - a legally recognized subject or national of a state or commonwealth, either native or naturalized."

"Resident - a person who lives somewhere permanently or on a long-term basis"

"Furthermore, if you were not a resident of Latvia, how would you be able to renew your documents there (despite your passport)?"

Strange question, but I will try to answer:

As I mentioned before I am a citizen of Latvia(you can see from my passport). To renew the documents I have two options - go to renew it in Latvia or do it in the Latvian embassy in Norway.

Hi Tomas, hi Davis,

@Tomas, to answer your question: We require any valid document that shows that Davis is a resident of Norway, such as a Norwegian ID, Norwegian Driving License or a Norwegian Residence Certificate.

@Davis, thanks for providing the definition of a resident and citizen. Rest assured that we are not mixing up the definition of resident and citizen here. According to official Norwegian channels, as a resident of Norway, you should have at least a Residence Certificate, which we of course would accept as a proof of residence. Here is some info on this from the Norwegian authorities: "A residence certificate shows where you live and for how long you have lived there. The certificate also confirms how long you have lived in Norway and in the municipality you currently live in."

Best regards,

bet1000

Dear Bloodygambler,

Can you please provide the casino with a Residence Certificate in order to complete KYC verification? It appears you should be able to get such a document when residing in Norway on a long-term basis.

Kindly let us know if you can get this. Tomas

Best regards,

Tomas

Currently, I do not have such a document, but next week I will get info on how to get it.

Hello Bloodygambler,

Do you have any updates regarding the above-mentioned document? Thank you.

Hi!

I did not get the document yet; however, I uploaded the document from the tax office proving I am a resident of Norway.

Dear Bet1000 Casino,

Can you please advise if you could accept the tax office document from the player in order to verify their residency? Thank you.

Hi Davis, hi Tomas,

I am afraid the document which was uploaded cannot be accepted as proof of residency.

Best regards,

bet1000

Dear Bloodygambler,

Could you please provide an estimate of when you might get your Residence Certificate? Thank you.

Hi!

I have submitted everything to get the document; however, they did not provide me with an ETA.

Dear Bloodygambler,

Does it mean that you definitely won't get this document? Is there any relevant reason why? Thank you.

Dear Bloodygambler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi!

I have sent the requested document to the casino.

BET1000 can you please confirm and verify my account?

Dear Bet1000 Casino,

Could you please confirm whether you have received the player's document and if you are now able to verify their account? Thank you very much.

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.

Hi!

I received an email saying my withdrawal was approved on the 4th of January, however, since then, I have been unable to access my account, and support hasn't answered my emails or chats.

Hello Bloodygambler,

Thank you for providing the information. Please note that the casino has the right to close players' accounts at any time, for any reason. This is particularly true when there are issues related to country restrictions.

However, what is most important in this situation is that you receive your payment. It appears that the payment has already been processed. Once you have received the payment, please let me know so that we can consider the case resolved.

Thank you for your understanding and cooperation.

Hi!

I received the confirmation email from the casino; however, I still did not receive the funds. Their support ignores my emails and messages.

Hi! Bet1000 ghosted me. They did not pay and also stopped answering my emails and messages.

Dear Bet1000 Casino,

Can you please provide an update on the status of the payment? Have you already processed the transaction?

Thank you.

Dear Bloodygambler,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 Curacao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint. The Gaming Authority has more options and tools to help players. It is not the best licensing authority out there but it has more options and tools to help players.

Let me know how they responded (tomas.k@casino.guru). I wish I could be of more help.

Best regards,

Tomas

Casino.Guru