The player from Spain had completed all verification steps except the one requiring banking details, which the casino rejected. He could deposit money but could not withdraw it. We attempted to assist by explaining the importance of KYC and extending the response time by 7 days. Ultimately, the complaint was rejected due to the player's lack of response, preventing further investigation or resolution.
Betify Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €83
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Good afternoon, I have completed all the
verification steps but the
last one, which asks for banking details, I provided them and now they’re telling me it’s not valid. In other words, you can deposit money but you can’t withdraw it... a bit strange, isn't it?
Automatic translation:
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3 months ago
Dear Juanxo.1997,
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.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 months ago
Dear Juanxo.1997,
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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2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
