The player from Germany had their account fully verified, but their withdrawal attempt of 500 euros led to a change in verification status to pending. The casino requested confirmation for an Apple Pay card with a unique device number, which the player couldn’t provide. After back and forth with support and no resolution, his account was deactivated, and he then faced the risk of his funds being confiscated. We contacted the casino, and after clarifying the issue, the player's account was verified and reopened, allowing him to successfully withdraw his funds.
Betify Casino - Player’s withdrawal has been delayed and account deactivated.
Amount: €380
Betify Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Alright, I'll keep this short. Personal information - confirmed, address - confirmed, bank statement - confirmed. The account was briefly fully verified, and a green checkmark was displayed. As soon as I wanted to withdraw, 500 euros more, the verification status changed to pending. I went back and forth with the KYC team for a week, and now we get to the main issue. They’ve consistently requested confirmation for an account with the last digits **9219, which seemed odd to me because my account/card number is entirely different. Now, here's the "kicker": this involved an Apple Pay deposit, which this site also supports. Every device gets a unique card code through which the transaction can be traced. All this time, back and forth with the Betify team wanting the same thing - confirmation of the Apple Pay card. I called Apple, spent hours on the phone several times (including today, in English, in America), and the outcome? Well, every device has a unique card number, which they can't verify from their side. The only proof I have is that I possess my phone. (By the way, I already sent a screenshot of my wallet, showing both the bank card number and the Apple Pay number as well.)
Now comes the funniest part: they have no phone number to call them. Today, when I tried to log into my account, it was deactivated or something similar. Contacted live support, who barely understood anything, often saying "we're trying to solve it, really". But then they mentioned if the confirmation isn’t there by 25.06.2024, they’ll confiscate/write off my money.
So, what do I do now? Tomorrow, I'll send a screenshot of the transaction from my bank account. If that doesn't work, I guess my only option is German consumer protection, or are there any other suggestions?
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5 months ago
Dear artyatlant,
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 explain how the Apple Pay deposit is recorded in your casino transaction history and bank application?
- Could you please share your communication with the casino? Send emails or chat transcripts supporting your case to my email at tomas@casino.guru, or post screenshots here
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
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5 months ago
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here is the transaction record from my wallet and the second screen from my bank. I'm currently waiting for the transaction confirmations from my bank, I requested them yesterday. The main confirmation that the site wanted was the Apple Pay with the card number 9219. I wanted to upload the entire chat history here, but that turned out to be a bit much. I'm sending it by email
Best regards
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5 months ago
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The internet doesn't allow me to upload the transaction history from the site at the moment, but I'll upload it soon. To get back to the main point, I was repeatedly asked for confirmation from Apple Pay, which is only a payment service provider and Apple doesn't offer a service with confirmations. The site offers Apple Pay as a payment service, so it is responsible for some details itself, the rest cannot be requested for data protection reasons. I don't have an Apple Cash card, so I don't have a physical card, which was repeatedly requested. If my bank sends me the transaction confirmation, I will upload it here.
Best regards
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5 months ago
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Since my account was deactivated, I only have this transaction list here. The transactions could not be opened either, but
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5 months ago
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I will now send the transaction confirmation from my bank, this is a PDF file. By email
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5 months ago
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You can clearly see that the money was debited from my account, as always. Apple Pay is just a payment service provider and not a bank
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4 months ago
Thank you very much, artyatlant, 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.
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4 months ago
Hi artyatlant,
I've just reviewed your case and am sorry to hear about your struggles with the verification of your card. I will try to help you by contacting the casino. We'll see what can be done when they reply.
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 if you have received any documentation from the player as proof of his deposits? It seems you have been asking for the photos of the physical card ending with **9219, however, the player provided you with the information that such a card doesn't exist, and instead, these last digits mean a unique Device Account Number so this number has nothing to do with the actual card the player used for his deposits, while for the proof of deposits it is better to refer to the debit card bank issuer. I believe the player can provide you with the bank statements or transaction history from his bank.
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
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4 months ago
Dear artyatlant, I have just been informed by the casino representative that your account was verified and eventually reopened. Can you please confirm that this issue was solved? Are you now able to request a withdrawal?
Let me know if any further assistance is needed.
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4 months ago
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So far it looks good, thank you very much in advance. Please leave the chat open, I will get in touch again once the withdrawal has gone through
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4 months ago
Thank you for the update, artyatlant. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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4 months ago
I managed to withdraw the money on friday. I thank you very much for your support
Kind regards and many nice wishes to your team
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4 months ago
Dear artyatlant,
I'm glad 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
Casino.Guru
