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

Made deposit, recevied first deposit bonus, after that i played a lot of slots and money after bonus wagering was about 1200 euro. Then one day i enter casino , but see that accout is closed. Only after 3 days i had email ( they requested passport, then selfie, that adress proof, all docuents was uploaded), after i sent all documents they asked i recevice total ignore, now email do not answer. I sent all document they asked. Problem is that casino do not want to withdraw winning. No any explain why or any reason. We can see that reason can be only one = I WON ABOUT 1000 euro

Dear ivanbest,

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

Dear ivanbest,

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.

i sent all waht they asked. also i write email to them, why thye do not answer. but was ignored.

i sent them what they asked, and not answer about two week. i can not understand what to do here

Thank you very much, ivanbest, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.  

Dear ivanbest,

I hope you are doing fine. Did you get any response from the casino?

I am looking forward to your answer.

Kind regards,

Stefan

this casino say something what i can not understand. i send them document which i downloadede from offical site. they answer on my email :

Suzana (Betinia)

Oct 10, 2022, 12:47 GMT+3

Dear Ivan,

We would kindly like to ask you to provide us with the original PDF document downloaded from the government website.

If you have any additional questions, please, do not hesitate to contact us via email support@Betinia.com or via Live Chat.

Best Wishes,

Betinia.com

!!!!!!!!

i can not understand what they want, becasue proof of adress which i pay every month is already sent. why they ask more and more documents are totally misunderstand for me

Dear ivanbest,

Thank you for the provided information.

I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear Betinia Casino, could you please state which document the player needs to download from the government website?

Thank you in advance for providing the information.

Kind regards,

Štefan

Dear all,

Thank you for reaching out.

We would like to inform you that we are currently waiting for the following documents from the customer:

• Temporary protection from the Latvian immigration or a letter from them confirming his legal residence there
• Proof of address, which can be immigration confirmation or landline internet bill.

Once the customer provides the documents, we will make sure to prioritise his request.

Best regards,

Betinia.com

i sent proof of adress many times, also again i sent new bill today. about some document with temporary protection, when i contact latvian immigration they say me that i can use latvija.lv site t get online document, which i downloaded and sent to this betinia site. i can not understand what betinia want. i registred to play casino , not to collect and sent documents to them.

passport , selfie with passport, proof of adress are sent already, what they want to delay payment.... also i recevied from them email that i can use site and account is reopen. BUT trying to login i have eroor that i can not use site.

scam casino BETINIA

account reopen email :

Please i want to casino say , what i need to upload ( i can not login into account) or sent to them. to get my winnings. Is "residence permit" is good and after provide it i will get my winning ?

Dear all,

Thank you for contacting us.

The customer was just sent an email with the document request.

Best regards,

Betinia.com

Dear ivanbest,

Could you please provide the casino with the needed documents according to the email that was sent to you? Do you understand which documents are needed? Could you please respond to this complaint after that? I am looking forward to your response.

Kind regards,

Stefan

Dear ivanbest,

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.

Dear ivanbest,

As we haven't heard from you, we will close this complaint as "rejected". Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan