BetAmo Casino - Player’s struggling to withdraw his winnings.

Hi, have difficulties with withdrawals. It is interrupted again and again no matter how I do .. please help me out. What am I doing wrong? Has sent in a picture of my passport.

Dear Malinu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you been provided with any list of required documents? I have checked general terms and conditions, and this is what I found https://www.betamo.com/terms-and-conditions:

"In order to verify player`s account casino management require documents (ID, payment systems, utility bills еtc) in Latin or Cyrillic alphabet. In case player doesn’t have an opportunity to provide documents in above-mentioned alphabets casino reserves the right to demand video verification where player shows his/her documents."

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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, in correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Dear Malinu,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi. I have uploaded the documents which are also acceptable. Got the profit after some day when I made this post. Now I have the same problem again, it just interrupted .. / Malin

Dear Malinu,

Do I understand it correctly that you have received your first withdrawal successfully and now, another payment has been delayed? Once your account has been verified, it shouldn’t require anymore additional documents, however, it takes few working days to process a withdrawal. Could you please advise which payment method you have opted for? Thank you in advance.

You understand me correctly. It is a Trustly direct bank transfer.

Dear Malinu,

Could you please specify how many days you have been waiting for your first withdrawal, and how many days it has been from your last withdrawal? What would be the time frame for each withdrawal? Thank you.

Tried here three times a day for 5 days, it just interrupted. Opens via bankid and logs in, selects account for deposit. Stands that the bankid will then be opened but returns to betamo's website and announces that deposit is reviewed, after about 30 minutes it is canceled.

Thank you very much Malinu for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to ask BetAmo casino to join this case and explain what's the problem with the player's withdrawal.

Unfortunately the casino hasn’t provided any answer on this case yet.

Dear malinu, is there any update regarding your case? I would like to ask BetAmo Casino again to reply on 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’.

Hello all and thank you for your patience.

Malinu, you need to upload a proof of the bank account ownership. As you said, you have deposited with Trustly, so you should provide us with the Iban with your name. Please note, that some information in your online bank account can be changed by user at any time, so because of this, please provide with the bank statement, where we can see your name and your IBAN (International Bank Account Number) (cannot be in PDF format).

As I see, it is the only thing left to finish your verification.

Nick, I have received a notification about the case only 4 hours ago, and never received it before. Can you, please, ask the IT people to fix it, because it's not for the first time already.

Dear Malinu,

Please do as the casino recommends and send them all the required documentation and let us know if there will be any update on your case.

Dear Malinu,

I will extend the timer of the complaint by 7 days. If we won't receive answer from you we will reject the complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.