The player from Germany had faced difficulties with the verification process at Betandplay Casino. His chosen deposit method, a virtual prepaid credit card from Skrill, had been continually rejected despite his attempts to provide the necessary documents. After multiple attempts, the casino finally accepted his documentation. Consequently, the verification process had been completed and the player successfully received his money on his credit card. This complaint was successfully resolved.
Betandplay Casino - Player's deposit method verification keeps getting denied.
Amount: €380
Betandplay Casino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
Hello dear Casino Guru Team,
Unfortunately, I am facing an issue with Betandplay Casino. They are not paying out my winnings and the verification process is being unnecessarily complicated and prolonged.
Documents such as proof of address and ID were accepted immediately. However, the verification of my deposit method (credit card) keeps getting declined. I use a virtual prepaid credit card from Skrill.com.
I have uploaded proof of my credit card in every possible way and it keeps getting rejected! They are demanding things from me that are simply not feasible. I am slowly starting to feel fooled and I see no other way but to bring up my problem here with you.
I hope you can help!
PS: I have included all the emails where my document was declined as an attachment. Likewise, the documents of my credit card that I uploaded for verification, which I believe are more than sufficient to successfully verify me! Betandplay is the first Casino that has not accepted my document. What I find strange is that the reason for rejecting my document keeps changing, or they keep asking for a different format of the document.
Automatic translation:
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10 months ago
Dear ragepresident96,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Betandplay Casino. 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.
The proof of card cannot be a screenshot. Is there any way you could download the proof of the virtual card ownership directly from your Skrill account as a PDF file?
Have you tried contacting Skrill with the request for a separate document confirming your name and card details?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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10 months ago
Translation
Unfortunately, there is no way to download the proof directly from Skrill as a PDF. I once contacted Skrill Support and asked them to provide me with a separate document to confirm my name and card details.
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10 months ago
Translation
Hello, the case can be closed. After I uploaded the same document again and again, they finally accepted it and 1 hour after verification I already had the money on my credit card.
Thank you very much and kind regards
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10 months ago
Dear ragepresident96,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
