BetiBet Casino - Player's struggling to verify her account.

They didn't pay me, they always invent something, I sent everything right for verification, and what they tell me is that my identity has expired, I have to have a passport. Then it gets hard. And it's good to happen to know that this casino is a pure scam,

Dear carlaguariento43 ,

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 verifying your ID is the document that is causing you issues? Which document have you submitted as your ID document and when does the validity of the document expire?

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

Dear Tomás, I sent several photos of my ID, it's always bad for the casino, I sent my selfie with the ID too and I couldn't redeem the money I won, Here in Brazil the ID doesn't expire, we only take another one when we lose it, ok. The chat attendant told me that I can only get the money if I have a driver's license or passport. Documents I don't have. I agree with you about the casino asking for verification, because I play at other casinos and nothing like this has never happened, saying that my identity has expired. What do you think I should think?

carlaguariento43,

Could you please forward the relevant communication between you and the casino about this issue to my email at tomas@casino.guru?

I can yes.

Thank you very much, carlaguariento43, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi carlaguariento43,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear BetiBet Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Is it something wrong with the documents the player has provided for the verification?

Looking forward to hearing from you.

Best wishes,

Natalia

Dear Natalia and Carla,

Thanks for inviting us here.

We would like to inform you that as far as we know, even though there is no official expiration date, there is a convention that every 10 years Brazilian identity cards should be updated. Due to the fact, that the identity document, provided by Carla was issued to her in 2010, our relevant department decided to ask for a new one for security reasons in accordance with the convention that it should be updated every 10 years. As soon as we will receive the valid confirmation of identity, the cash-out will be approved within 24 hours.

Hope for your understanding in this case.

Best Wishes,

BetiBet

Dear BetiBet Casino, thank you for the reply. I've made some research as well and found information that there're different ways to verify an identity in Brazil. If we talk about identity cards (RG or Cédula de Identidade), then in accordance with Federal Decree No. 10977 from February 23, 2022, new identity cards will have an expiry date of 10 years (for people between 12-59 y.o.), but all identity cards that were issued before will lose their validity ten years after the decree is enforced.

Here is the translated text from Portuguese to English from here: http://www.planalto.gov.br/ccivil_03/_Ato2019-2022/2022/Decreto/D10977.htm

So I believe that the player's ID card should be valid for 9 more years. I'd be glad if you can send me other regulations which you are ruled by in your decision to not accept the ID from the player.

Dear Natalia,

Thank you a lot for pointing out this part of the law, we have taken this into account.

In accordance with Federal Decree No. 10977 from February 23, 2022, the identity document has been approved. Since we had all the other required documents, we would like to inform you that the account was successfully verified.

Due to the fact, that the account has been fully verified, Carla can make a new withdrawal request, and it will be approved as soon as possible.

Hope for your understanding in this case.

Have a nice rest of the day!

Best Wishes,

BetiBet

Dear BetiBet Casino, thank you very much for allowing for this information, we appreciate that you're ready to cooperate!

Dear carlaguariento43, as stated above by the casino, your account has been now successfully verified. Could you please confirm if you have already requested a withdrawal of your winnings? Please, keep us updated.

Regards,

Natalia

Hello Natália, managed to get my winnings, thank you very much. If it weren't for you, I wouldn't have made it.

Dear carlaguariento43, I'm really happy 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,

Natalia