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

Bonjour,

Je me suis inscrite sur le site il ya seulement 2 semaines.

J'ai commencé avec des petites sommes pour me distraire et voir si le site est fiable et j'ai commencé à mettre de grosses sommes de plus de $5000 pour faire un bénéfice plus facilement.

Après une semaine de gain mon compte a été gelé.

J'ai contacté le support sans succès, ils sont lent , paresseux et arrogant.

Ils vous parle sur un ton pour vous faire comprendre que votre compte est gelé mais ne donne pas de raisons .

Pendant des jours ils racontent le même trucs.

Il a failli que je contacte un autre services pour avoir une réponse et on m'a demandé de justifier l'origine de mes fonds et comme je travaille j'ai fournis ma dernière fiche de paye , donc j'attends leur réponse incessamment.

J'ai envoyé le document depuis hier et j'attends une réponse depuis

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

Username: k******

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

Oui c'est la seule chose qui se dresse entre mes gains et moi.

J'ai passé toute la vérification de base avec succès.

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.  

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

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.

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