Betano Casino NG - Player struggles with withdrawal process and document verification.

Hello, good afternoon. I hope you can assist me with the collection of my winnings that I obtained after registration and verification by BETANO, as well as my initial deposit made without a bonus.

I registered to try my luck--before making a deposit I sent over my documents for validation. They informed me that my account was active. Thus, I made the deposit. There were options to deposit with free bonuses, but due to past negative experiences I've had with bonuses, I did not accept any. After starting to play, I won roughly one or two hours following my registration. When I attempted to withdraw my winnings at the cashier, which did offer me the withdrawal option, I made a partial withdrawal of my profits. The total amount was discounted and went into processing. Immediately afterwards, I received an email stating that I could not withdraw because they needed to verify my account. But I have already made a deposit with the bank account number in my name, and despite having repeatedly sent over all possible forms and formats of the documents supposedly needed to verify my identity. The same documents which I have consistently used for online casinos. According to BETANO, however, my documents are illegible and I must send others. But these are the only ones that I have, and I've never had an issue with them before.

The money that I am trying to withdraw is listed as 'in process,' they tell me.. If you want, you can cancel the withdrawal. But why should I cancel it?

Hello Rishii,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Since April 10, the approved documents are my identification and my bank account, what they do not make valid is the proof of address, and the last time we interacted was on April 12, they ask me for another proof of address, but now I have no other option, the one I have is the same one I have always used anywhere

Hello Rishii,

Did you forward them those documents by e-mail or uploaded it directly into the account? Isn't it possible to forward it in different format? Sometimes sending the same document multiple times may resolve the issue and the casino may accept it.

Dear Rishii,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.