Betano Casino BG - Player’s account verification is delayed.

They've been delaying my verification for over 2 weeks, even after approval of all additional documents.

Dear tsonev76,

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 been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

they wanted a selfie with an ID card - I sent, they wanted an additional document - a driver's license - I sent. they wanted a selfie with a newspaper and an ID card - and I sent them. All docs approved but 2 weeks after they don't approve withdrawal. I wrote them 2 emails and they both replied with the standard crap - I am attaching the latest email from them

Thank you very much, tsonev76, for the clarification.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

Looking forward to hearing from you.

over 1 year playing at Betano, I have played everything, casino, sports betting, live casino. I have played almost all free spins and tournament promotions, sports betting odds promotions, bonus calendars, etc.

Thank you very much, tsonev76, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello tsonev76,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Betano Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Casino.Guru

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.

I have also filed a complaint with the National Revenue Agency, I will keep you informed of their response to the case.

Hello,

Our Risk team has detected suspicious/fraud activity on our platform from this account and they have asked for additional documents on 09.11.2023 and the documents where sent more than a week later, so they needed the relevant time to proceed with the assesment. But after that they approved the withdrawals, so the case is solved.

It was a timely matter because of the delay of the documents.

Let me know if you need any additional information.

Betano Team

Dear tsonev76,

Can you please confirm if this is correct so that we can consider the case resolved? Thank you.

I have not done any fraudulent activity. Simply winning players are not welcome at Betano.

The requested documents were close to the absurd - a selfie with an ID card and at the same time holding a newspaper with today's date, but everything should be legible. How many hands do you think I need to hold a phone, an ID card and a newspaper. And where to buy a newspaper if you live in the countryside.

The documents were approved on 11/17/2023 and the withdrawal has been delayed to date or more than 40 days. I only recommend playing in Betano if you have the patience to deal with this kind of nonsense from support.

Dear tsonev76,

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,

Tomas

Casino.Guru