Betinia Casino - Player's unable to complete account verification.

Hello there,

First of all I want to say that I am shocked that such high rated casino has any difficulties and make any problem to players.

I made deposit of 200e via skrill, limited very fast and wanted to make withdraw of 170€ (so lower amount than my deposit).

I even forgot for that cause that I got my money, but after maybe 10 days I got mail that they need verification, to go to site and finish that. Ok, no problem, enter to site, upload id, but when tried to upload prrif od adress it was impossible, there is some bug on site and after I upload document there is no any button such as confirm, done etc to confirm uploading photo, tried also via mobilr and via laptop and was same, tried next and next day and still was same.

Do I decided to sent them document via mail, but they said that they do jot accept via mail that I need to send via site, after that send them 2-3 new mails but never got answer, only robotic answers. Was on live chat 3-4-5 times, and their help on chat is 0, one they day they say that to exolain what happens, one they they say that can't send via mail, next day they say that I can send via mail, but I already sent that them via mail long time ago, every time at the end conversation they say that they will inform me via mail as soon as possible about resolution of my problem, and so far, never get any mail for them. I was very patient, tried to solve problem, but tbh they are not interested at all, and I am very surprised cause we talk about very small amount of money.

At the end I decided to ask you here to help me, cause I am ready for any kind of cooperation.

Whis you the best.

Dear Vladan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please share with us what it looks like when you attempt to upload the required document on the casino website? Could you please forward any relevant communication between you and the casino regarding the issue? my email is tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Hello,

As I already said, i easy uploaded id, but when tried to upload proof od adress nothing happens, went to upload file, upload picture and after that nothing, just return me on same page, bug, just can't upload document via site. Via mail sent 10-12 or even more day ago, expained that can't upload via site and they told me do not accept on mail, need to upload via site. Last night on love chat support told me that can send on mail, but I told them that I already sent via mail, all they need is only to verify that, nothing more. From February 13th withdrawal was on pending and few days ago they canceled that and return money in account.

Thanks for the reply, Vladan.

Was the document you sent via email accepted by the casino? Were you able to submit another withdrawal request? Was it processed successfully? I'll await your reply.

Hello Thomas,

Sent id, successful verified.

Proof if adress not possible, their live chat support is terrible, help from them zero.

3-4x so far they said that sent will update me via mail, never send any mail so far from them, never. Just can't understand behaviour of one casino that has 9+ rating here on your forum. I can sent it whereever they want, via site (when fix bug), via mail already sent, but they didn't verify, can send here, but this is mega poor behaviour, whatever happen on this complaint, I would give them bad recomendation to everyone.

Thank you very much, Vladan, 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 Vladan,

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? Have you registered any bugs in your verification system on the website? Could you accept the proof of address from the player via email, since he's been experiencing some technical problems while uploading them to your website?

Looking forward to hearing from you.

Best wishes,

Natalia

Still so far, since I write complaint never get any answer on them. Even they told every time on chat that they will contact me on mail with details.

I am repeating documents is sent to them via mail for long time ago, all they need is to verify account to get my withdraw.

From my experience very unprofessional behaviour so far, and just do not undersgand such high rating.

Now I went to their page here on Casino Guru and read reviews, last 5 reviews are with 1 star and thet have "Perfect reputation

BY CASINO GURU".

Do you feel that you are responsible when people read on your site and trust that casino is trustable and that is not true. This kind of behaviour can be expected even from casino with rate 6/10 and they have 9/10.

Got this mail, despite that I didn't send any new documentz onlu dociment that send 20-30 days ago when they said that they can't accept via mail.

I will try now withdraw, hope so that everything is ok now.

Good day,

Thank you for reaching out.

The account verification was completed, as confirmed by the customer. We kindly invite the customer to contact our support team with screenshots or recordings of the error if he ever faces any technical difficulties with our website. This will help us to investigate the issue and provide the solution as fast as possible.

The withdrawal was completed from our side. 

Please feel free to contact us should you have further questions.

Sincerely,

Betinia

Dear Betinia Casino, thank you for your reply.

Dear Vladan, I'm glad your account was finally verified. Would you please keep us updated regarding the status of your withdrawal request? Since it's been already completed from the casino's side, I hope that you'll get your winnings really soon.

Regards,

Natalia

Hello Natalia,

Yes, everything is fine, I got payment very soon, rhank you Casino Guru and also thanks to Betinia for cooperation here, even it wasn't case on their live chat support.

Thanks a lot, one more time.

Dear Vladan,

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,

Natalia