Betify Casino - Player's account and funds were confiscated after withdrawal request.

Hello. Please help me solve my problem. About three weeks ago I registered at the casino. When registering, I made a mistake in that I indicated the old address at which I had already stopped living. This error was noted during the initial verification of my account. The first time I uploaded my passport and bank statement. The system identified the error and I then explained the situation in correspondence with the casino service and why I made the mistake. The casino service then asked for confirmation of my residence. I sent bills for water and garbage collection. Customer service accepted my utility bills and changed my residential address on my account. After everything, I went through verification again, where I uploaded a photo of my passport and a bank statement. And the verification was completely completed. After that, I decided to make a deposit and played in a live casino. And after two weeks I decided to withdraw my money. After creating a request to withdraw funds, I receive a message that, according to the casino rules, my account is completely deleted and my money is confiscated due to the specified incorrect information.

Then I have questions for the casino.

1. If the casino has such strict rules, then why did the support service, after the first unsuccessful verification, ask for additional confirmation of my residence in the form of new bills for water and garbage disposal, if they could immediately block my account. And the casino support service approved my additional documents and corrected my residential address in my account based on the documents provided

2. Why, after passing the second verification, my account was finally fully verified. Why was my account not blocked after re-uploading my documents?

3. Why was my account completely blocked after I created a request for withdrawal of funds and after I passed two verifications, after I sent several documents to the support service email

Dear didiloram,

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. 

• Am I correct in assuming that the only obstacle preventing you from claiming your winnings is the initial error in providing your old address?
• Was all the other information provided when you created your casino account accurate and current?

If there's any relevant communication that you'd like to share, my email address is petronela.k@casino.guru.

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,

Petronela

Hello Petronella

I answer your questions.

The only thing that the casino forced me to delete my account was the incorrectly entered data, namely my place of residence, which I incorrectly indicated during registration. And this error came to light during the first verification of my account. But after the problem was identified, I began correspondence with the casino support service. I explained to them the reason for my error and sent them utility bills, where they could see my current residential address. After such correspondence, the support service was satisfied with my evidence and corrected my data in my account. I have attached screenshots of the correspondence to this text.

After that, I received a second opportunity to undergo verification. That's what I did, I uploaded my passport, proof of my residence. And I successfully passed verification.

My account was fully functional and I could make deposits into my account. I have not received any questions or letters stating that I do not have the right to play in the casino.

All other information was relevant.

If required, I can undergo re-verification to confirm my id

Kindly send any relevant communication to petronela.k@casino.guru since the uploaded screenshots are unclear.

Hello,

I did. I send screenshot

Can you provide details on when you relocated to your new address and when you opened the casino account? Thank you.

I moved to a new address before I registered on the site. I changed my place of residence, moved from one region to another. And when I registered, out of habit I pointed to the old address, which is why I made a mistake. It was the human factor

Hello. Time for answer is over)) Can you help me with my problem?

Thank you very much, didiloram, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi didiloram,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Betify Casino to join this conversation and share more information regarding the case.

Could you please explain why the player's account has been blocked and their winnings are being withheld?

If the player was asked to verify their new address, which has apparently been successful, why are they still facing issues?

Thank you.

Best regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello. As I understand it, the casino support does not want to be held accountable for its actions

Dear didiloram,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I'm extending the timer by another 7 days to see what can be achieved.

Thanks for your patience.

Kind regards,

Tomas

Dear player,

We take the chance to thank you for your feedback, which is crucial to improve our product and services as we go to step into the future.

After reviewing the account with the relevant department, it has been proved that player didn’t provide the correct documents belonging to the owner of the account.

Indeed, during the verification, a selfie is asked and it revealed that it was not the same person.

Please note that as stated in our Terms and Conditions:

23.1. It is strictly prohibited for users to use wrong incorrect information when creating the account and generally regarding to the Company.

Please also note that we reserve the right to confiscate any remaining balance as stated in out T&C section 14.6.

These conditions have been accepted when you registered on our website.

We hope to hear from you soon in order to clarify the situation, and we wish you a great day.

Betify Team

Dear Betify Casino,

Thank you for the information. However, if the selfie caused the issue, I kindly ask you to forward any relevant evidence confirming your decision to my email address: tomas.k@casino.guru

Please let me know once you do so.

Kind regards,

Tomas

I would like to clarify that I did not provide selfies. The casino did not require such a photo from me. I was required to upload the following documents:

1. Passport photo

2. Photo of bank statement

I didn't take a selfie. The casino needed video verification. Namely, in real time mode, you had to turn your head clockwise and after that the system would approve such video verification or not. and the system just confirmed that the video verification was passed. my account was fully verified. and no additional letters or requests were received from the casino. If anything, I'm ready to go through video verification again

And there were no problems with video verification. I repeat, there were problems with confirming my residence. but everything was later adjusted. I am also attaching a letter from the casino, in which they inform me that due to incorrect information that was provided, my account was closed. Now it turns out that I provided a selfie for another person. How then did your system approve video verification for me? If there are any doubts, then I am ready to go through video verification again with an operator or through the system

Dear didiloram,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions by providing wrong information when creating and verifying the account.

The casino acted correctly and within its terms and conditions.

Sorry we were not able to help you with this one, but please do not hesitate to contact us in the future, if you run into any issues with any other casino.

We are here to help.

Thank you very much, Betify Casino, for your cooperation.

Best regards,

Tomas