Betfair Casino CO - Player experiences issues with verification and refund withdrawal.

The casino refuses to refund the 200 euros I deposited 4 months ago. Despite repeated claims, they're asking for a bunch of documents that I simply don't have. I deposited the funds using a disposable revolut debit card and now they want me to prove the card is mine. They also ask for bills in my name, which I don't have either. I've asked them to return the balance and suspend my account. How is it fair that they can take advantage of my money like this?

Dear hzz11,

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 verifying the payment method and your home address seem to be obstacles standing between you and your winnings?

It's common practice for casinos to request these documents to verify your payment method and address before proceeding with your withdrawal or refund.

Looking forward to hearing from you.

Best regards,

Petronela

Dear hzz11,

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.

hello good morning,

I have read your response in front of KYC previously it let me withdraw my money without problems everything happened after 2 weeks without knowing why I have deposited an amount of money and I wanted to withdraw but it prohibited me from entering

Hi hzz11,

I'm sorry but I don't understand completely. Is your account blocked now and you are unable to verify it as requested?

Thank you.

Dear hzz11,

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.

If my account is blocked, it won't let me bet or withdraw the last 200 euros I have deposited, asking me to send them a bunch of other documents. Normally in another betting house where I have created the account, they also ask me to identify everything at the beginning when you create the account and then until something expires.

Hi hzz11,

• Can you please let me know the current balance on your casino account?
• Am I correct in understanding that you don't have any utility bills available for verifying your address? Could you provide more details on this?

Thank you.

Dear hzz11,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.