Betano Casino PE - Player's withdrawal request is delayed due to account verification issues.

jai* **

Visitor

1 minute agoOriginal

Translation

GOOD AFTERNOON MY NAME IS JAIRO CH**** I AM A BETANO PLAYER, MY PROBLEM IS THE FOLLOWING.

THEY DO NOT ALLOW ME TO WITHDRAW MY PROFITS THAT I OBTAINED, THEY ASKED ME TO VALIDATE MY ACCOUNT.

I ALREADY ATTACHED DNI - OFFICIAL DOCUMENT OF PERU ON BOTH SIDES

ATTACH - SELFIE + ID

ATTACH - SELFIE + WATER OR ELECTRICITY BILL

ATTACH CCI BANK ACCOUNT VERIFICATION

AND THEY ADDITIONALLY ASKED ME FOR AN EXTRA DOCUMENT

PASSPORT OR DRIVER'S LICENSE OR BIRTH CERTIFICATE

THIS LAST ONE IS THE ONE THAT THEY DO NOT ACCEPT, I HAVE BEEN HAVING THIS PROBLEM FOR MORE THAN 1 MONTH AND THE DOCUMENTS THAT I UPLOAD, BIRTH CERTIFICATE AND DRIVER'S LICENSE ARE REJECTED BY THE BOT, I ASKED FOR AN ADVISOR TO REVIEW IT, AND THEY DO NOT RESPOND VIA EMAIL OR CALLS EITHER, THE BOT REJECTED MY ADDITIONAL DOCUMENTS MORE THAN 200 TIMES. WITHOUT GIVING THE REASON WHY THEY REJECT. MY DOCUMENTS ARE REAL ORIGINAL, I NEED AN URGENT SOLUTION AND THEY CAN VALIDATE MY ACCOUNT AND RELEASE MY ACCOUNT SO I CAN WITHDRAW.

Hello jairochumbe7,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betano Casino PE. 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?

Looking forward to your answer.

Regards,

Nick

-THE START OF THE VALIDATION PROCESS STARTED ON 01/27/2025 WHERE ALL THE DOCUMENTS WERE REJECTED.

-THE DOCUMENTS THAT WERE APPROVED WERE (PHOTO OF BOTH SIDES OF THE ID, SELFIE HOLDING THE ID, SELFIE WITH PROOF OF ADDRESS WHICH WAS A WATER, TELEPHONE, ELECTRICITY BILL.

-02/17/2025 IT WAS THE LAST DAY OF COMMUNICATION WITH THE CUSTOMER SERVICE AREA WHERE THEY DID NOT GIVE ME ANY CLEAR ANSWER AS TO THE REASON FOR REJECTION OF MY DOCUMENTS.

Thank you jairochumbe7 for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear jairochumbe7,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betano Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betano Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear jairochumbe7,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side.

Since this casino operates under the Malta (MGA), you can submit an official complaint at https://www.mga.org.mt/player-hub/lodge-a-complaint/

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Romi

Casino.Guru