HomeComplaintsBetano Casino MX - Player’s account verification is delayed.

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

Amount: Mex$11,000

Betano Casino MX
Safety Index:High
Submitted: 09 Oct 2024
Case opened Current status

Waiting for casino to reply

6d 4h 32m 47s

Case summary

19 hours ago

The player from Mexico encounters ongoing issues with verifying their account, having uploaded their documents 30 times in a week without success.

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3 weeks 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.

Automatic translation:
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3 weeks 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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2 weeks 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.

Automatic translation:
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2 weeks 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 week ago
Translation

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.

Automatic translation:
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1 week 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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1 week 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


Waiting for approval
Waiting for approval
1 week ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
5 days ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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19 hours 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.

Betano Casino MX has 6d 4h 32m 47s to reply

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