Betinia Casino - Player is struggling to complete account verification.

hello betinia reject all my document proof of address i have sent to them 5 diffrent kind of document and they rejected all of them no matter which form i have uploaded

Dear Kari77,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly verification of the proof of address document is the last obstacle before your account is fully verified? Which documents have you provided so far, and what was the reason the casino rejected them?

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

exactly . poa is the last stage of verification from more than 3 weeks they started reject my documents 1st was photo of tv provider bill and they said they want this from original form pdf .of course ive sent to them they also reject because is pdf edited..... and then i have sent to them another document from my energy supplier was same situation.. then i sent to them my bank statement which i receive by post and they also reject... and all over and over again .they wainting 3 days for documents and reject ....I no longer have the strength for them

Do I understand correctly the main problem the casino seems to have is that you are sending them photos of paper documents you receive via post mail? Is there any document you receive via email that you might use in order to complete the verification? Please let me know.

i have sent both types pics and oryginal pdf and now i have sent even new one gas bill and waiting for approve....

Thanks for the clarification, Kari77. Please let us know about the result of the verification status of the documents you sent most recently. If there is any issue with the casino accepting them, we'll intervene. I'll await your reply.

unfortunately for me same old story....

Thanks for your patience, Kari77, and for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello Kari77,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betinia Casino to join the conversation and participate in the resolution of this complaint.

Dear Betinia Casino,

Can you please advise what seems to be a problem with accepting the player's documents?

Thank you.

Kind regards,

Tomas

Dear Customer,

Thank you for contacting us.

We would like to inform you that the following documents can be accepted as proof of address:

• Utility bill (gas, electricity, etc)
• Bank statement (we do not accept statements from neobanks/online banks such as Revolut)
• Official document issued by government (registration confirmation, taxes, etc)
• Internet bill or landline phone bill
• Salary payslip with the name of employer (company) visible

Please upload the above document in PDF format without any modification. The document must show name, address and date of issue (not older than 3 months).

We kindly inform you that the previously provided PDF documents were modified hence they were not accepted for verification.

Please be assured that the document will be verified with priority once uploaded to the site.

Thank you for your co-operation!

Sincerely,

Betinia

Dear Kari77,

Could you please provide the casino with one of the requested documents without any modification?

Please let us know once you have done it. Thank you.

Kind regards,

Tomas

the documents that I sent earlier are not modified, they was only transferred from computer to computer because on the main computer I can not load them on the betinia website I do not know why.now i ve just sent new documents uploaded i think should be ok

Dear Betinia Casino,

Could you please confirm that you have received the player's documents and update us once you have them reviewed?

Thank you.

Kind regards,

Tomas

Dear Customer,

Thank you for providing us the required document.

We are glad to inform that your account has been successfully verified.

Thank you for your co-operation!

Sincerely,

Betinia

Thank you, Betinia Casino, for providing the information.

Dear Kari77,

Could you please confirm that this is correct and that the matter is now resolved?

Kind regards,

Tomas

yes it is . also i have my witdarawals has been approved and reach my account. thanks a lot for helping me once again-big Thank you

Dear Kari77,

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,

Tomas