Betador Casino - Player’s withdrawal is delayed due to unreviewed documents.

Hello! I uploaded documents to my account, but no one is reviewing them. The live chat support is not working. They are ignoring me via email. I am unable to withdraw my funds from the account. It feels like the casino is only functioning to accept deposits but has no intention of allowing withdrawals.

Dear xray200, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

The casino never contacted me to pass the KYC check. But the withdrawal algorithm requires documents to be uploaded first. I uploaded the documents a week ago. So far, no one has checked them or contacted me. Without it, I cannot create a withdrawal request.

It would be very good if at least somewhere a representative of the Betador casino reacted. But it seems to me that they do not want to do this at all!

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi xray200,

I've just reviewed your case and am sorry to hear about your issue. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear Betador Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify if you have got all the necessary documents from the player to conduct KYC? Is unfinished verification the only obstacle before the player can withdraw his funds?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 xray200,

I have tried to contact the casino 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 Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Natalia

Casino Guru