HomeComplaintsBet99 Casino - Player’s struggling to complete the account verification.

Bet99 Casino - Player’s struggling to complete the account verification.

Amount: Can$3,700

Bet99 Casino
Safety Index:Above average
Submitted: 04 Feb 2023 | Case closed : 30 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from Canada had experienced difficulties withdrawing her winnings due to ongoing verification. The casino had not responded to the complaint, and it was closed as "unresolved." The Complaints Team had attempted to facilitate communication with the casino regarding the verification issue but ultimately marked the complaint as unresolved due to the lack of response from both the casino and the player. The complaint was later reopened at the casino's request, but after the player failed to respond, it was rejected.

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1 year ago
Translation

Good morning,


I registered on the site only 2 weeks ago.

I started with small sums to distract myself and see if the site is reliable and I started putting large sums of more than $5000 to make a profit more easily.

After a week of winning my account was frozen.

I contacted support without success, they are slow, lazy and arrogant.

They speak to you in a tone to make you understand that your account is frozen but do not give reasons.

For days they say the same things.

He almost contacted another service for an answer and I was asked to justify the origin of my funds and as I work I provided my last payslip, so I am waiting for their answer shortly.

I sent the document since yesterday and I have been waiting for a response since

Name: diceka g******** k****

Username: k******


Edited by a Casino Guru admin
Automatic translation:
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1 year ago

Dear kdiceka,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing Proof of Income seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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1 year ago
Translation

Yeah that's the only thing that stands between me and my winnings.

I passed all basic verification successfully.

Automatic translation:
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1 year ago

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

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1 year ago

Dear kdiceka,


I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.


Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.


Dear Bet99 Casino,


Could you please state why the player's income has not yet been verified?


Thank you in advance for providing the information.


Kind regards,

Stefan

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1 year ago

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.

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1 year ago

Dear kdiceka,


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 Kahnawake Gaming Authority 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.


Best regards,

Stefan


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2 months ago

We’ve reopened this complaint at the request of Bet99 Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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2 months ago

Hi kdiceka,


Welcome to BET99 Casino! We're sorry to hear that you were experiencing issues with account verification. Could you please let us know if the issue still persists? If so, we'll be happy to look into this further.

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2 months ago

Dear kdiceka,

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.

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1 month ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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