Betinia Casino - Player is experiencing difficulties withdrawing his winnings.

Hey,

I played on betinia for months without any problems and managed to make withdrawals normally. In one week I lost a lot of money, so I deposited more money on the site. Then when I tried to withdraw the money, I received a notification that I could not withdraw my funds and I asked the reason, then the account had to be confirmed. I sent the normal kyc documents which were accepted. Then they wanted to see my bank statement and after I sent it they blocked my access to my account.

I asked them what happened and there was no answer. After a long time, I received an answer in the chat that I should clarify the account transactions for them and send new documents. I sent them an email, where I told them what those account transfers are, and that I will send the documents when I get to my account, so that I don't put important documents in an unprotected email.

They haven't responded to my message for a week. I still can't access my account and my money is locked there.

Dear matti95,

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. None of the serious and licensed casinos takes KYC lightly.

Could you please advise which documents the casino asked of you? Did you previously submit the documents for verification via email? Did the casino acknowledge your security concerns?

Thank you in advance for your reply.

Best regards,

Tomas

Hey,

The casino sent me money a couple of times before the kyc process. In addition to the normal documents (driver's license and proof of address), they asked for my pay slip, bank statement and an explanation of some account transactions. I downloaded each document through their site. They did not respond to my message about sending the documents by email.

Thank you very much, matti95, 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.  

Hi matti95,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Betinia Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Is it something wrong with the documents the player has provided for the verification? Is it possible to enable some secure way for the player to send other documents to you?

Looking forward to hearing from you.

Best wishes,

Natalia

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.

Good day,

Thank you for reaching out. 

The following documents are still required to complete the account verification: 

- the payslip for the last month:

- proof of account transactions from the bank account (we emailed the customer with the account number) from the beginning of January to today;

- the supporting documents for several of the transactions (we also emailed the customer with the list of these transactions).

We ensure you that any information and documents shared with us are treated confidentially and are disclosed to anyone outside of our Casino. Therefore, we invite the customer to send the above documents to our email address.

Please feel free to contact us if you have any questions.

Sincerely,

Betinia

Hey.

I sent you an explanation of the account transactions you requested, but I did not receive a reply. I also asked to upload the documents to your website. I don't trust email security that much.

Dear Betinia, thank you very much for the reply.

Dear matti95, I understand it feels unsafe to send your documents somewhere, but we'd like to encourage you to do so to finish the verification of your account. This is quite a normal practice, that players send additional documents to an official email address of casino support or a KYC department, where the documents must be kept confidential while their accounts are suspended. This casino is MGA licensed so their approach to the security and privacy of their players should be on a high level.

Please, let us know what you think about it.

Kind regards,

Natalia

Hey,

Thanks for the answer.

I sent them an e-mail explaining the account transactions they wanted, but I didn't get any comment, they wanted it again. I asked on April 26, 2023 whether the explanations were accepted or not, but I have not yet received an answer. I sent them another email today and asked them to respond a little faster.

Dear matti95, have you received any news from the casino regarding your last email?

Would you please specify by explaining account transactions you mean just an explanation in a text form in your own words? Was the casino interested in some particular transactions or you explained so all the transactions from the beginning of January as the casino requires?

Hey,

I sent a textual explanation of the events they requested. There were 6 of these events.

Yesterday I also sent them screenshots of these bank transfers, they haven't responded to it yet.

Dear matti95, have you received any response from the casino after your last message?

Dear Customer,

Thank you for your email.

Please be informed that we responded to your latest question regarding the documents.

Best regards,

Betinia.com

Dear matti95,

Unfortunately, we cannot keep this complaint ongoing anymore. Based on another case of yours with CampoBet Casino, which is in the same group as Betinia, we received evidence from the security department that the documents you provided for the verification at both casinos were forged, which goes against the terms and conditions of the casino and contradicts the genuine intension for a recreational play.

Unfortunately, we are forced to reject your complaint after a careful investigation of all the presented proof from the security department. Thank you for your understanding, I'm sorry we could not be of much help here.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia