Betinia Casino - Player’s struggling to complete account verification.

Dear David,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

They haven’t been any clear reason as to why my bank statement was rejected , except a random comment stating that a pdf file i sent doesn’t seem like a pdf file. i will attach here now the same bank statement if needed and i request you to call betinia to this discussion to respond to this allegations

Thank you very much, David, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Dear David,

I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue.

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

Dear Betinia Casino team,

Could you please clarify the situation and explain why the bank statement David has provided was rejected?

Dear Player,

Thank you for reaching out. We highly value your feedback and we will do our best to improve our service further.

We would like to thank you for your cooperation. We confirm that we received all the necessary documents and the account verification was finalized. The account was reopened and the payment was successfully processed from our side and you should receive it soon.

We hope this clarifies the matter.

Please feel free to contact us in case there are further questions.

Sincerely,

Betinia

Thank you, Betinia Casino team, for informing us.

Dear David,

Could you please let us know if you have received the payment?

Dear David,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will assume that the issue has been successfully resolved.

Dear all,

As based on the last update from the casino, we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.

Thank you, David, for using the Casino Guru complaint resolution center. 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