Betinia Casino - Player’s winnings haven’t been received yet.

I register at casionet betinia.dk on 7.1.2023 and everything goes well, I lose my payments just as quickly as I usually do.

I think I make 5-6 payments in total, on 13.1.2023 I am as unlucky as I want to say now to win an okay amount I put 13200´+200 in total for payment.

I'm a 60-year-old woman, so when I play it's always together/cooperation with my son, as I don't know anything about a computer and probably would never have entered a casino site without his help, we've never had problems like this, I I think it will take a few days for them to have documentation, there is nothing new about it, it must be said here that according to their rules the casino is allowed to confiscate my winnings as the payments were made on the son's card, which is a mistake on my/our part page but the casino seems to be completely okay with it, there are no problems, we can say no (betinia gets the information about the deposits on January 13 or 14. it's one of the first we give them)

the days go by, it takes a little time for their verification, but at long last it was successful, as you can see in the picture, my payments are shown as completed and the message comes from betinia several times that everything is fine, wait a few days and you have the money in your account, we have paid them. the days go by, we contact support, the answer is that it typically takes 3-5 banking days, fair enough........

Thank you for contacting our customer support team.

Please note that your winnings were voided as the deposit was made using a 3rd party payment method.

If you have further questions, do not hesitate to contact us via e-mail support@Betinia.dk or via Live Chat.

Best wishes,

Betinia.dk

I get that email on 25.1.2023 at 00:57

as I write, betinia is well within their rights to confiscate my winnings, but are they actually allowed to deny me my winnings when, as I would almost say, they have accepted my payout as seen in the picture? (they have paid out a total of 100 kroner)

MvH laila

Dear kragoh,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you very much for the quick reply! my account is fully verified, can possibly send you a picture of it

I requested my payment on 12.1, so basically they have had 14 days now?

Thank you for your reply, kragoh. I have checked the terms and conditions, and this is what I found https://www.wunderino.com/en/about/terms/#3-deposits-and-wagers:

„4.4. You must be the rightful owner of all funds and payment methods used to deposit into your account. We reserve the right to confiscate any winnings derived from deposits made with a third-party payment method and close the player account."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

I fully agree with their rules, but as you wrote in your previous message that my account should be verified and it is, right?

my account is fully verified and they approve the payment on the 19th and that's what I thought couldn't be right that they approve all documents and then cancel it 6 days later.

if you look at the pictures I have attached you can see my account is fully verified and the payment is approved

After all, they approve kyc on the basis of me giving them the information to start with regarding it not being my card, so they must reject kyc when they get the information? or do they still have to just change their minds out of the blue like that?

they write on 20.1

Dear Laila,

Thanks for your cooperation.

We just want to kindly remind you that according to our terms and conditions, the use of third-party payment methods is strictly prohibited and may result in account termination. We therefore ask you to refrain from using payment methods other than your own in the future.

this is after they have approved the kyc+payment

I understand your point of view, however, successful verification doesn't mean that you are automatically allowed to use any payment method you wish. As I said, if you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, there is nothing we can do. This is a standard practice in most online casinos. We would really like to help, but it is impossible for us this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.