The player from Mexico encounters ongoing issues with verifying their account, having uploaded their documents 30 times in a week without success.
Betano Casino MX - Player’s account verification is delayed.
Amount: Mex$11,000
Betano Casino MX
Safety Index:HighSafety Index
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8.8
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Case opened
Current status
Waiting for casino to reply
6d 17h 44m 56s
Case summary
6 hours ago
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1 month ago
Translation
I have been trying to verify my account for a week and have uploaded my documents 30 times but still haven't succeeded.
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1 month ago
Dear d393361,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
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,
Dominika
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1 month ago
Translation
Yesterday was the last time I uploaded them, I have spoken with around 15 advisors and each one has asked me to upload different forms and documents. I have provided different documents, such as the INE, driver's license, bank statement, RFC, CURP, telephone bill and the only document that was approved for me today was the proof of address but nothing else.
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1 month ago
Dear d393361, please allow me to ask you a few more questions.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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1 month ago
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I have spoken to support 30 times to date, I have uploaded documentation on 49 occasions and they are not able to resolve it, in addition, all the advisors lack the capacity or information to resolve each conflict because among themselves on each occasion they asked me for different things.
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4 weeks ago
Thank you very much, d393361, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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4 weeks ago
Dear d393361,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betano Casino MX representative to join this conversation.
Dear Betano Casino MX,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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4 weeks ago
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I mention and send a screenshot of how many times I have uploaded the documentation, just as the advisor requested and instantly. These are only the times I have done it in the app. Plus the times they requested it by email. I add that as of today it has been 21 days without being able to use anything on the platform. One of the screenshots shows my username.
I was not able to obtain a copy of the chats with the advisors because they denied me when I requested it. And I only have screenshots of approximately the last 10 conversations only.
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3 weeks ago
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24 days and they are not approved, I have sent the documentation 53 times to date, I attach screenshots of conversations with support and giving them what they request immediately and they still reject them, they are all from different days
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3 weeks ago
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.
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2 weeks ago
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.
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1 week ago
Dear d393361,
I am trying to get in touch with the relevant casino department outside of this thread. I will inform you, if there are any updates.
Thank you for your patience.
Betano Casino MX has 6d 17h 44m 56s to reply
