The player from Germany is having trouble completing the verification process, despite uploading all required documents. He is concerned about his winnings. The player stopped responding to our questions and comments, so we rejected the complaint.
I won 1000 at betibet and have spent the entire day attempting to complete the verification. It still seems to lack something regardless of all I have uploaded that's needed. Nothing is happening and I find this to be an outrage. What can be done now? The money is gone. I am in need of help.
Dear dennismasucci1995,
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 advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
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