The player from Germany has €5,000 balance in the casino account and wants to withdraw €2,000. The casino has verified their ID, proof of address, and the first credit card, but is not accepting the second which is a virtual card. Withdrawal requests via Mifinity and the verified credit card continue to be denied. The player lost the funds and asked us to close the complaint.
Betandplay Casino - Player's withdrawal failing due to credit card issues.
Amount: €2,000
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Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Hello, I'm at a loss for what to do next so I've decided to take this route.
I have an account with the casino and a balance of 5000 Euros, from which I want to withdraw 2000 Euros. I made deposits through 2 credit cards and Mifinity.
Now, the withdrawals keep getting rejected because the casino still requires the second credit card as payment confirmation from me. My ID, proof of address and the first credit card have already been verified.
I have explained to the support several times that the second credit card is virtual and there is only a screenshot of the front, which I was asked to upload. I have done this too.
Despite this, the withdrawals via both Mifinity and the already verified credit card continue to be denied.
The support only gives standard replies/emails and offers no solution.
I ask for resolution so that I can finally make withdrawals.
It would suffice for me if the transactions could be processed via Mifinity and the already confirmed credit card.
Automatic translation:
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5 months ago
Dear Chris7408,
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.
- Do I understand correctly that verifying the payment method 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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5 months ago
Translation
Hello Petronela,
I can understand that too and I would like to help you further to find a solution. Yes, all that is missing is the verification of the second credit card (Mastercard), all other documents and the first credit card (Visa) are certified.
The question is what can I do since the second card is a virtual credit card that is linked to my Netteller account. Unfortunately I can only send the existing screenshot for this map. I can also send a screenshot of my Netteller account if that helps.
I just want to pay out to my already verified credit card (Visacard) or Mifinity account.
I would now be happy to find a solution so that my next payout can be approved.
Thanks
Automatic translation:
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5 months ago
Thank you very much, Chris7408, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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5 months ago
Hello there,
Thank you Chris7408 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Betandplay Casino for their help in resolving this complaint. We would like to ask what is the issue with the player's verification process and what can we do to help resolve this problem.
Thank you!
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5 months ago
Translation
Hi Peter,
There is now no credit left that could be paid out. I no longer plan to play at Betandplay. The process can therefore be completed. Thanks anyway.
Automatic translation:
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5 months ago
Dear Chris7408, I'm saddened to hear your situation ended up like this. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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