The player from Germany cannot withdraw his winnings because the casino is auditing his account. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Bet2U Casino - Player's not able to withdraw his winnings.
Black points: 116
Amount: €1,600
Bet2U Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
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2 years ago
Translation
I have a total of 1600 euros on the side. When I wanted to pay out, I was asked to verify myself in detail again. I had to send selfies with my passport, bank statements and more. Then the message came that I had to make a Skype video call. I did this and I was asked a lot of questions. It's been a month since that video call. I was asked for a picture of my driver's license and since then they've said they still need to review the call even though it's been a month. A few days ago I got the message that my account is under monitoring and that's why I can't pay out anything. If I have more specific questions or ask when I can finally pay out, I am not answered.
Automatic translation:
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2 years ago
Dear Moritz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take some time to collect and review all documents, but one month should be more than enough.
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
After I went through the usual KYC procedure, which was quite detailed here, since I even had to upload a selfie with ID and a Bet2u page in the background, the message came up that a Skype video call was necessary.
In the video call I was then asked all sorts of things and should also hold my passport live next to my face.
After the video call, I was asked for a new document, namely my driver's license. According to the support, everything should be processed within 1-2 working days, but it sometimes took up to a week before an answer came.
More detailed questions about my verification process were usually simply not answered and ignored. When I asked again after 3 weeks, I was told that the video call was still being processed, even though it was 3 weeks ago at the time.
The mere fact that after the video call in which I showed my ID and my face live and answered questions shows that asking for new documents is pure harassment.
About a month after the video call, I was then informed that my account was under monitoring. I was denied a reason and only told that I can't pay out because of this.
So after I sent everything possible and verified them, they set my account to monitroing without giving any reason so that they still don't have to pay out.
In the screenshots you can see the request for the Skype video call as well as the request for the driver's license afterwards and the message for monitoring.
Automatic translation:
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2 years ago
Dear moritzmeermann,
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice of Bet2U Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Bet2U Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
