The player from Italy was experiencing difficulties withdrawing his winnings due to ongoing verification. The player managed to pass the verification and later confirmed he received his funds. The complaint was closed as 'resolved'.
BetChain Casino - Player’s struggling to complete the account verification.
Amount: A$1,223.14
BetChain Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
The account was verified some time ago, I have already made a first withdrawal with the same method or CoinsPaid without any problem. On the second, every time I make the withdrawal it is canceled with the reason "abandoned" but not "refused". In chat with me, they ask me for the transactions of all deposits + the origins of the funds, specifying to attach a copy of my salary or other forms of assets !!! But are we kidding right? !!! I have many open accounts with Dama NV and this is the first time that I find myself in such an absurd situation. I have attached a myriad of documents all approved and three are still pending, among them the deposit transactions (3) made through Coinbase to their BTC address and as proof of the origin of the funds my coinbase profile where the money comes from. It seems to me that they are delayed with the excuse of attaching other documents because this whole situation is somewhat paradoxical. In the end I don't understand what else they want ... they have everything and more on me!
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3 years ago
Dear Nemokid,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that providing Proof of Income seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
The game account at the time of the request for the second withdrawal object of dispute had already been verified with the KYC procedure some time ago. In fact, the first withdrawal after the verification was carried out without any problem, for the second these unexpected problems of fake security were srti: why did they not carry out this further verification at the first withdrawal request? On the second, all these problems arose (perhaps for the much higher amount?), Problems that on the other casinos of Checkers NV where I have several open accounts I have not had and I am not having them !!! I have never been asked for such a document on all the others and they are different! Among other things, my funds derive from savings and winnings from the various casinos so what should I prove if there is no document that can be issued in this sense, currently I do not work and I am looking for a job so I am certainly not working income for which a paycheck is justified, which in my case does not exist. Those present on the Coinbase wallet are a mix between deposits made through my savings and accumulation of winnings achieved in their casinos (Dama NV), therefore what type of document should I show them since the deposit on their casino was made through Coinbase or through a wallet? I sent him all the necessary documents to be able to verify that the money is legitimate and not deriving from criminal activities !!! Literally the source of the funds is Coinbase which acts as a wallet, the same can be recharged with my debit card and with the winnings earned. I sent them the account statements with all the movements of the deposits made in their casino or three (3). I sent him my Coinbase profile where my personal data can be found. I sent him the receipt of the last deposit. Selfie with ID, proof of my address etc ... Not even the FBI acts like this towards its citizens !!! Is this because I requested a slightly higher withdrawal than the previous one? But please don't joke !! They just need to find out about other casinos of the same property and there are many to know who they are. I think instead that they are making a fuss simply because I win and I am not at a loss! In fact, before this problem they sent me an email warning me that I would no longer be able to take advantage of any bonus in their casino, then the aforementioned problem of abandoned withdrawal, I repeat and not rejected, arose (they cannot refuse it as there is no justified reason ). Therefore if 1 + 1 is 2 we have discovered the mystery !!!! Basically they want to delay the payment because I win and they are not in red in their casino ... the further verification is legitimate up to a certain point or where there is a real possible fraudulent activity that in this case does not exist. At this point what should I do? Can I close the gaming account and ask to send me the payment via IBAN so we can do away with this joke? The dear manager whose name and surname we do not know who decides every time to stop my withdrawal took a big mistake if he thought of finding the Lupine of the century !! Thanks in advance.
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3 years ago
Thank you very much, Nemokid, for your reply. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.
I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Translation
Hi Pretonela I would like to clarify that I have over 10 gaming accounts open with Checkers NV and I have never had a similar request for further verification by only one of their casinos ... all this is quite unusual and anomalous!
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3 years ago
Dear Nemokid,
I’ll be taking care of your complaint from now on. I looked at your complaint as well as the attached documents and I understand the situation. I’ll contact the casino and see if I can help.
I would like to invite BetChain Casino team to join this conversation and participate in the resolution of this complaint.
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3 years ago
Hi Nemokid,
-It is true that you passed a CDD procedure (Customer due diligence) on your first cashout, but it does not mean we can't ask for an additional enhanced verification of the account later
-We've requested you to pass an enhanced due diligence procedure (Selfie+ID, SOW, SOF) after reviewing your account more closely
-For now, transaction history and Selfie+ID have been uploaded, so the only thing left is a source of wealth/income...maybe you could provide us with this kind of income in crypto, for example- purchase of crypto on the stock exchange/investments.
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3 years ago
Hi Nemokid,
Thank you for uploading your docs.
Your withdrawal has been processed.
Congratulations on your wins!
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3 years ago
Dear Nemokid,
According to the e-mail you received from the casino on July 13, 2021, you were asked to confirm the mentioned Bitcoin wallet address belongs to you. Could you please confirm that you followed these instructions?
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3 years ago
Translation
The cryptocurrency address has been confirmed via the link attached to the email in question, the payment is still pending pending I don't know what since more than 24 hours have passed since the request !!
NO COMMENT!
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3 years ago
Thank you, Nemokid, for confirming.
Dear BetChain Casino team,
Could you please indicate the time frame in which Nemokid can expect to receive his funds?
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3 years ago
Thank you, Nemokid, for the update. We will wait for the casino representative’s official statement.
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3 years ago
Hi Nemokid,
Thank you for submitting the correct BTC address. The financial department confirmed the 1st address you submitted was incorrect. Thank you for canceling your withdrawal and submitting a new withdrawal. The system shows that the latest withdrawal has been processed correctly due to you submitting a valid address this time.
Congratulations, again.
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3 years ago
Thank you, BetChain Casino team, for the update.
Dear Nemokid,
As your new withdrawal request has been processed correctly, I’d like to kindly ask you to let us know once you’ve received your funds. I’m setting the timer for 7 days.
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3 years ago
Translation
Funds received, thank you very much!
Regards.
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3 years ago
Thank you, Nemokid, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. We will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
