Betify Casino - Player's account blocked with accusations of forged documentation.

Hello,This casino calls every proof of statement forged without any reason.I sent them 4 my statements,i recorded them video how i am taking bank statement from mobile bank and sent this statement straight to them,still they accusing me at forging.I offered them to come straight to physical bank department and film how i am taking statement from there but they did not agreem,because they knew,they have no chance to call it forged.So they blocked my account and not agree to reverify myself.All converstaions were like ''we warned you''but warned what?i spoke with vip manager he said they blocked me only because i did not send pdf utility bill,but they never requested it in pdf format.They approved verification and then blocked me after couple days.Please help me to get my money back.I send you screenshots where you will see,what they requested,and when they verified me,and what they blocked me for

Dear eugenierodak293,

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 forward the documents that you provided to the casino for verification to 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I sent you proves of statement,i hope they will be enough

Also i want to warn you,at bank statement that calls ''statements'' you will see if you minus from total amount ,amount of spent money,there will not be enought 4azn.Its a bank bug,they ignore first transaction,and starting count total amount without first transaction.So if you add 4 azn everything will state at his place

Thank you very much, eugenierodak293, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 eugenierodak293,

I've just reviewed your case and am sorry to hear about your struggles with verifying a bank statement. I will try to help you by contacting the casino and we'll see what can be done when they reply. In the meantime, could you please specify the difference in the banks? In the email, I can see the bank statement from Leobank/Unibank for one day (1.1.2024), but on the video you recorded, you downloaded the bank statement from Kapital Bank.

Dear Betify Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what were your initial requirements and what documents you asked to provide?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I uploaded socar,then i uploaded leobank (they rejected it),then i downloaded kapitalbank on video,actually i thought i dont have a pdf,but i remember that i could upload it from email that i sent message to betify,so i will send on email kapitalbank statement too.They rejected kapitalbank too called it forged.

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.

Dear eugenierodak293, I have been informed by the casino representative that there is reason to believe the documents you provided were forged. I've checked some data that is freely available on the Internet, and it seems that the electricity is not distributed by SOCAR company in Azerbaijan, and SOCAR is not associated with electricity bills on governmental websites, this is why the utility bill you provided looks suspicious together with the formatting of the document itself. Can you explain it somehow or provide a valid document?

Please remember that providing fake documents is not welcomed at any online casinos, and we cannot help you if you deliberately upload invalid forged documentation.

I provided 2 bank statements to them,they are forged too?

Dear eugenierodak293, the specific question was about the utility bill.

I can not prove,i can not go to socar and ask something for you from them.All i can say that i know that they are gas company woldwide,but in my country,where socar begins,they are also electricity.Thats all i can say.

If you can,answer please,what's wrong with my bank statements

Dear eugenierodak293, I have checked the terms of the casino (https://betify.com/en/page/terms-and-conditions) and you can find the following information:

14.8. Betify reserves the right, at its own discretion, to void any winnings, to forfeit any balance (winnings and deposits) in your Betify account, to cancel any bet, to terminate the Agreement and to suspend for Account Holder the usage of Services or deactivate his/her account if:

...

- we have a reasonable ground to suspect that the Account Holder used forged documents (photos, scanned documents, screenshots etc.) during the verification process or in any another moment the Agreement is active;

After checking the utility bill you provided, we believe the casino acted per its terms and conditions. so we cannot take your side in this dispute, since it is completely forbidden to use fake documents for verification purposes in all online casinos.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia