The player from Austria had won 2000 Euros but encountered issues with the casino's verification process. Despite having used eps for deposit, the casino had requested a confirmation from her mifinity account, which she found impossible to provide to their satisfaction. After several exchanges and a delay, the casino had finally accepted her documents and verified her account. Consequently, she was then able to withdraw her winnings. The complaint had been marked as 'resolved' by the Complaints Team.
BetiBet Casino - Player faces verification obstacles for withdrawal.
Amount: €2,000
BetiBet Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
Good day, I need your help. I've won 2000 Euros and betibet is causing trouble with the verification process... After numerous days of gathering necessary information, they're now asking for confirmation of my deposit. All the details can be found on my bank statement. I deposited using eps and mifinity was the third party handling the transaction. However, they're now asking for a confirmation showing the transaction and my name on my mifinity account. But since it clearly states on my account that I deposited using eps, I can't provide that confirmation... they're asking for something impossible from me. I've done everything possible so far. Today, I'm planning to visit the bank as they mentioned they want a statement of this transaction... if that also fails, could you please assist me? Regards, Bia
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8 months ago
Dear biankaschmelz1,
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.
Do I understand correctly that the casino approved all your identity documents apart from the confirmation of your deposit?
Can you see the transaction in your Mifinity account?
Have you explained the situation to the casino customer support? What was their suggestion?
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,
Veronika
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8 months ago
Translation
Hello, the problem is that I made a deposit of 58 euros with eps via mi finity, which means mi finity is just the third party provider... I sent them everything that was at my bank, and they printed out the transaction statement for me... they don't like it! It's the same date, same time, same amount!! Yes, you can see the transaction in my my finity account, that's right, all the other documents have already been accepted!!! They don't like the fact that when I go to the transaction directly, my name and the transaction aren't visible at the same time... how am I supposed to do that??? They don't understand that it was eps, but it says "deposit with eps" on my my finity account!!! I did everything they wanted, it's just not enough for them. They don't even check the eps thing!!!!
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8 months ago
Translation
Beti bet finally accepted it after 5 days! Finally! Please delete the complaint I am finally officially verified and can withdraw my money
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8 months ago
Dear biankaschmelz1,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
