The player from Austria is experiencing problems with withdrawing his winnings because the casino claims his documents have been edited. We ended up rejecting the complaint because the player stopped responding to our messages and questions.
BetGold Casino - Player has been accused of providing edited documents.
Amount: €1,450
BetGold Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hi there!
I deposited € 50 at Betgold and won a total of € 1450 with a € 50 bonus with sports betting! Then I verified my account and sent all the necessary documents (passport, driver's license, proof of address, bank statement and a few other documents! After I received no response, I wrote to a representative in the live chat who told me I should take a selfie with my passport I made it and sent it! The next day, an employee confirms my account is verified and my payment is being processed!
But after 3 days there was still nothing in my account and the money still hadn't left the betting account, I wrote to support again! A member of staff wrote to me that my account was not yet verified as I supposedly had edited the documents, which is complete nonsense! It seems to me that this betting company is a complete scam that does not want to pay out any winnings!
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3 years ago
Dear Patrick,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did the casino specify which document has been altered? Before we move forward with this complaint, would you be so kind and send me all the relevant communication between you and the casino to kristina.s@casino.guru? I would especially like to see the message where the casino accused you of providing edited documents.
Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Not directly! Just that the photos look edited and maybe I should use a different camera! I took the photos with an iPhone11 and of course didn't edit them!
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3 years ago
Thank you very much Patrick for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi Patrick,
I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite BetGold Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hi Peter! Betgold wrote to me on Friday that my account was verified and the withdrawal will be processed soon! I have been waiting for my payment since Sunday January 17th! Allegedly they have delay
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3 years ago
Thanks Patrick for the update. Let's see what happens in the following days.
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3 years ago
Translation
Still haven't received anything! Even though a Betgold employee said last Friday it would take 1-3 days! The payout is still marked as pending!
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3 years ago
Translation
Today I wrote again when I will finally get my money!
you wrote back that:
Due to technical problems, there are currently delays. We therefore offer you to request your withdrawal via the following alternative methods instead.
Credit card. Skrill or IBAN and BIC which is completed with a manual processing on our site.
For the manual bank transfer we need an alternative bank account. Or IBAN and BIC. Bank account proof. (except Trustly)
I then wrote back that they would give me my money by bank transfer
transfer the money manually, because I don't have a credit card or a skrill account! In response they wrote to me: That you cannot transfer me to my IBAN and that I should find another alternative method!
This casino is an absolute disaster! Betgold has a different excuse every day !!
I hope you can help me somehow!
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3 years ago
Hi Patrick,
so you sent them your IBAN with a document proving it was your bank account and it wasn't accepted?
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3 years ago
Translation
Yes exactly! I am already verified! Allegedly there are technical problems and that's why they don't want to pay out on my iban, but only on credit card or skrill!
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3 years ago
I see, hope the casino replies to this complaint so that we can find a solution to this.
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3 years ago
Translation
I am verified! Betgold has a different excuse every time! Allegedly the website of Betgold will be redone and everything should work normally again afterwards! They are currently experiencing severe delays! But with which betting provider do you have to wait so long ?! Meanwhile, I've been waiting for the payout since 17.1
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