Betinia Casino - Player’s having difficulties verifying his account.

Hi.

Few weeks ago I registered on this website, but I start playing few days ago (around 1 week if I good remember)

I lost some money but I make next and next deposit and ... cuccesfull - I win some money.

So then I make a withdrawal request, just on 2000PLN becouse this is daily limit.

Next day I make next withdrawal request, as well this same amount, next day same situation.

Then I start playing again and I win again, good money.

I waiting 2 days then I received a email message about financial department need more information, I mean last 3 months of my transaction from ecopayz.

I send this, i send screenshoots and all statement (3months) via PDF format as well (before I send email message on support, and then confirmed about pdf format 'll be ok)

Now when I try send email and I ask about my withdrawal always this same answered, please wait.

Today is 5 working days and no answered.

I play on more different website and never before I not have situation like this.

5 days and no answered.

As well I send email on financial department (kyc@betinia.com) after around 30hours I received answered.

This answered looks like copy-paste this previous about screenahots from Ecopayz, nothing more.

Yesterday I send email message on support (support@betinia.com) left more like 24hours and still no answered.

On website was information about max time to replay is 45 minutes.

Ok I understand maybe more customers etc but 24hours and no answered?

Really I not want make any complains but nobody not answered on my question.

Maybe somebody here 'll be can help me.

Sorry for my english I hope u understand everything

Dear Mciepllyy,

Thank you very much for submitting your complaint. I’m very 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, and I am afraid you will have to go through this process if you want to get your winnings.

If all the data is correct, there should be no reason for the casino to delay your withdrawal. Because it may take some time to fully review all documents, I would recommend you waiting for a few more business days.

We will leave this complaint opened and if there is no development within one week, we will intervene. In the meantime, please keep us updated and let us know if there is anything new.

Best regards,

Kristina

Hi Kristina.

Ok I 'll be waiting 1 week more and then I let u know about this.

I hope everything 'll be resolved.

Many thanks for your quick replay.

Best Regards

Hi Kristina.

Small update.

Now I received email message from financial department about screenshots what i send is not ok becousr must be from my PC.

This is a joke. Anyway as well EcoPayz statement in pdf format so I complete not understand what want this casino.

Next... in this email was about casino as well need photo of my utility bill.

The problem is becouse I live with my parents so owner all bills is my parents but I send before my bank statement so is easy to check my adress yeah?

I think bank statement is good document proof of adress or not?

Looks like this casino not want to pay out my money

Can u help me?

Hello again.

I doing this screenshoots from my PC (total 20) last 3 months

As well I added in pdf and screenshoot format documents from GOV website like proof of adress

As well bank statement like second document proof of adress

I not know what I can send more

Hello again.

New update, the first thing I send email message on support and I ask, whats documents 'll be accepted like proof of adress.

So:

"

Utility Bill (Must be not older than 3 months) -water/gas/electricity or

Bank Statement (Must be not older than 3 months) -PDF format or

Rental Agreement

"

This message I receive from support@betinia.com

Ok, I send my bank statement plus as well documents from GOV website like proof of adress, so deffo must be the ok.

About screenshoots, for me is funny, why financial department not accepted screenshoots from mobile phone.

By the way, I make this screenshoots (total 20 screenshoots) from my PC.

All corner, windows bar, bar, date, details about this transaction is clear and visible.

Now I must waiting on answeres from financial department, immediately when I received any message I let know here becouse at this moment still casino not pay me any my withdrawals.

Regards,

Mateusz

Mciepllyy, thank you very much for the updates. Let's wait for the reply from the Financial Department. It can take a few days to review new documents. Please, keep us informed and let us know in case there is anything new.

Hi.

My account at this moment is fully veryfied.

I received a email message from Finance Department and casino pay out me my first withdrawal.

I hope not more problem with my other withdrawals.

Many thanks

Thank you for another update, Mciepllyy. Hopefully, you will receive your withdrawal in no time. Please, let us know when the winnings are credited to your account.

Hello Mciepllyy,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hi, yes I receive few withdrawals, still waiting when casino pay me all my win

Thanks, Mciepllyy. Please, let us know when you receive the full amount. Thank you very much.

Dear Mciepllyy,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hi Kristina.

Really really I'm unhappy.

Casino pay me few withdrawals but maximum 2 withdrawals per 1 week, propably always in monday and friday, so I not sure when excatly pay out all my money, at this moment I not have any problem becouse pay me, but max 2 withdrawals on week.

Mciepllyy, how much money still needs to be paid out, please?

Hi Kristina, a lot.

Nearly 50 000 pln

Thank you very much Mciepllyy for your patience and cooperation so far. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Mciepllyy,

I looked at your complaint and I understand the situation. I’ll contact the casino representative and see if I can help.

I would like to invite Betinia Casino to this discussion.

Dear Betinia Casino,

Could you please state the reason why are Mcieplyy’s withdrawals paid at such a slow rate?

Thanks for help but I think so we cant doing anything, I must waiting.

Casino pay me 2 withdrawals per week, ao this is correct with casino betinia rules

Dear all,

Thank you for involving us in this case.

We are glad to provide our point of view too, please find more details below:

-the game account of the player has been verified

-the withdrawals are being performed as per our General T&C, to which the player has agreed upon registration and upon further use of the game account.

We do understand the player is eager to get his winnings sooner, however, we are simply following the T&C on the site.

We would like to use the opportunity to congratulate the player on his winnings and we thank him for choosing our services.

We do hope this clarifies the case for all parties involved.

In any case, we remain available for further questions via our live chat or email service, which is available 24/7 for our players.

Kind regards,

Betinia team

Thank you, Betinia Casino team, for your reply. Please note that Mciepllyy complained about being only paid at a rate of 2 withdrawals per week. However, we have found no information in the casino’s Terms and Conditions indicating such limit. According to the Terms and Conditions, new players' withdrawals should only be limited to 2,000 PLN per day or per request, and 40,000 PLN per month.

Could you please provide clarifications?

Dear CasinoGuru,

Kindly note that the game account of the player has already been closed upon his request, in the meantime

There is no balance left and no more withdrawals planned.

We would like to clarify that Betinia team was paying in accordance with our General T&C, referring to point 7.14

The players' withdrawals were all within those specified limit amounts.

Based on the above, we would like to consider the case as closed as there is nothing more to be done from our side in this situation upon an already closed game account.

Best regards,

Betinia team

Yes, I put max bet lost all money and send message about close my account becouse this this website is shit if u win a big amount.

Propably if u win small $$ then 'll be ok but if u win a lot of money then really is not good casino.

Left 2 months and casino pay me maybe 15% my money, then I lost all money and close my account on this website

Dear Mciepllyy,

I’m sorry to hear that. Unfortunately, that being the case, I will have to reject your complaint.

I’m sorry we couldn’t reach a satisfactory conclusion in this case, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru