Betclic Casino IT - Player's KYC verification challenges.

The casino won't allow me to complete the KYC verification to withdraw my money. They have asked me for my birth certificate, which I have no clue about and costs money to obtain. I feel like I'm being held to ransom. To withdraw, I need to spend an entire day at the local council and pay from my own pocket. What's more, the birth certificate is a document I've never heard of before, and it wasn't even required when I enrolled in university. And now I should hand it over to these scoundrels to withdraw after I have already sent them a selfie of mine? THIS IS ABSURD.

Dear giuli899,

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 list which documents you have already provided and when exactly did you send the last one?
• Have you received any confirmation about your documents being accepted or rejected?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I provided a banking pdf from my bank with my name and data and identity card and also a selfie of me with my identity card, they want to force me to go to the municipality one morning and pay out of my own pocket, hoping that I would prefer to play them again

Thanks for the update, giuli899.

Have you been able to provide the document the casino requested? Was it accepted?

If you need our further assistance please let me know.

yes but they don't reply and say to wait, the situation or the reasons are not clear, now I am preparing a warning to send

If the issue persists, would you be so kind as to send your recent communication with the casino to me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I'll await your message.

I have no communications

Have you been in contact with the casino via live chat or email?

Is your account currently accessible to you?

Before we proceed to contact the casino, kindly contact the casino again and send me a screenshot of your conversation. I apologize for the inconvenience.

Dear giuli899,

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.