Betinia Casino DK - Player’s withdrawal is delayed due to document issue.

They wont let me take the money out at Betinia.com they say i dont have send the right documents But i have and its also says that i have. Its really frustrating not to withdrwal my funds. Can you help me ?

Dear jsvensson92,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 
• If there's any relevant communication, please forward it 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

Dear jsvensson92,

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.

Yes that is exatly what is going on. I have send in all documents og asked everything they wanted from me. But there are still not giving me my money. Its 45.000 dkk. Its a lot. And now they have blocked my account.

Additional comments from the player:

It startet in november. When me and my friend won 45.000 after we had put thousands and thousands danish kr in the account. I haved sent all documents that they are asking for. I just want my money now! 

Hi jsvensson92,

• What types of games have you been engaging in—live casino games, slots, or sports betting?
• Were your winnings accumulated using an active bonus, or were they obtained without one?
• Do you and your friend share any of the following: the same IP address, home address, device, or payment method?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

Thank you.

We won the money without a bonus. We played slots. "Book of dead" me and my friend do not Share any of the above. We used his credit card when we played. And MobilePay. I have done everything they asked me to do. And it says on my site the things and documents are approved. But now the close my account and i cant get the money out. I Can login But not du anything on my profile

Hi jsvensson92,

I have checked the terms and conditions, and this is what I found (here):

4.4. You must be the rightful owner of all funds and payment methods used to deposit into your account. We reserve the right to confiscate any winnings from deposits made with a third party payment method and close the player account.

Furthermore, please check our Fair Gambling Codex for Players: 

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified.

Thank you in advance for your reply and understanding.

Dear jsvensson92,

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.

There is nothing u Can di for me anyway. Wich i really dont understand

Hi jsvensson92,

As mentioned previously, due to your use of a payment method for which you are not the legitimate owner, resulting in playing with funds not belonging to you, we regret to inform you that we are unable to provide assistance in this matter.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.