Betano Casino BG - The player struggles to verify the account.

Hello,

I am currently passing the verification process where the casino asked me for proof of address from Bulgaria and from my home country.

I have contacted the support where was confirmed needed to provide both, tried to explain I live in Bulgaria only and I do not have any address from Portugal since I do not live there for more than 4 years, even on my ID card the address is from Bulgaria, all my bills and invoices are with the Bulgarian address. The support refused to accept it and claims that I still need to get both POA.

Hello Apolian,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betano Casino BG. Please allow me to ask you a few more question before we would move forward.

Could you please advise where did the casino even get the information about anything regarding Portugal? How long have you been playing in the casino? What did the casino respond when you contacted them with this issue?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

They got the information since I provided a Portuguese Passport photo as ID verification. I have created the account 1 month ago, however, tried to test in the last couple of days if the verification and withdrawal were fast but at this moment is delay after delay, the casino has informed me that I should provide it, and I have informed that I live here since 2016 and pay my taxes here, even tried to provide my tax number but it was refused as verification, they have escalated but there is no SLA or answer from the verification department for a few days already.

This was a test to see if I could trust the casino or not, but it looks like I can't since they making the fund a hostage, I asked if I could get a refund of the 20 BGN deposit and the answer was no since they do not like to listen the player and just answer we can pay you the winnings since you need to present another POA. Even the low deposit of 20 BGN when the winnings are +/- 3.5 times that. I tried just to get the deposit back and get my winnings seized but they refused. At this moment the casino shares no trust.

Here is a small fun proof when they say permanent and after they refuse to verify the same document.

Thank you Apolian for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Apolian,

I've just reviewed your case and fully understand your concerns regarding this problem with the verification. I'll try my best to help you by contacting the casino.

Dear Betano Casino BG, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information regarding the case? Can you please specify the reason why the player's current address, where he has been physically located for 4 years, is not enough to verify his account?

Looking forward to hearing from you.

Regards,

Natalia

Hi Apolian,

I've got the information from the casino that you've been required to provide your Portuguese proof of address since you've created another account at Betano PT before signing up for the Bulgarian brand. Can you check it, please?

Can you please also tell me what is your current account status at Betano BG?

Looking to hearing from you.

Regards,

Natalia

Hi, yes currently the account is already verified. Yes, I have an account in Betano PT but since it's locked in my home country Bulgaria I was obligated to create one in Betano BG, however, there are 2 other issues that the Casino refuses to escalate to the game provider after losing more than 160 BGN due errors. They request the same information over and over after providing it multiple times until they stop answering my emails. So at this point, they are completely ignoring me.

Hey Natalia, can I send you some emails and screenshots proofing the lack of support and collaboration from the casino to resolve this issue of these bet issues?

Hi Apolian, sorry for the late answer. Sure, you can send any materials that are supposed to be useful to resolve your case. Feel free to send them to my email address at natalia.b@casino.guru.

I'd also like to inform you that I've been in contact with the casino representative and I'll be waiting for some more information from them. I'll keep you updated as soon as there are any new details.

Regards,

Natalia

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’.

Hello Natalia,

Sorry for the delay I have sent you the email from my account email ruben.*************@gmail.com, if you want something more let me know.

Regards,

Ruben

Dear Apolian, I'd like to confirm that I've received your email, thank you!

Regards,

Natalia

Unfortunately, we stopped receiving any response from the casino representative, and due to the lack of communication, we are unable to proceed with the further investigation of the case or suggest any solutions.

Dear Apolian, I'm sorry for not being of much help to you in this case. I'll now close your complaint as unresolved, at least this will help other players learn about your negative experience with the casino. I hope that you won't come across any problems with online casinos in the future!

The casino can request to re-open the complaint at any time.

Regards,

Natalia