BETANDYOU Casino - Player's account verification process is delayed.

I have send all my document for verification since 18 May and I haven't received any update until today.

I have provided the following document

-ID both sides

-Skrill wallet print screens

-selfie with ID and the email from security department

11 days have past and they haven't completes my verification yet

Dear Miltos93,

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.

• Have you accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here Include responses from the casino as well.

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,

Tomas

Hello

No I haven't granted any bonus , I have deposited around 800 euros without getting any bonus. I will share you all my communication with the casino.

Is there any update ? Am still waiting to review my documents , there no update

I apologize for not replying sooner. Thank you very much, Miltos93, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Why there is so much delay on the process? I was waiting 3 days to transfer the case to an other agent?

Hi Miltos93,

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

Also, bear in mind that we're dealing with a large number of complaints, therefore, we cannot respond to everyone immediately. This is why each involved party has a timer for 7 days for their reply.

Dear BETANDYOU Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have already received all the requested documents from the player? When can he expect the results of the review?

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

The company verified my account, thanks for the help and corporation

Dear Miltos93,

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,

Natalia

Casino.Guru