HomeComplaintsBetiBet Casino - Player struggles with the verification process.

BetiBet Casino - Player struggles with the verification process.

Amount: €1,000

BetiBet Casino
Safety Index:High
Submitted: 24 Aug 2023 | Case closed : 08 Sep 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

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.

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1 year ago
Translation

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.

Automatic translation:
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1 year ago

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

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1 year ago

Dear dennismasucci1995,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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