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

The typical story here … you find new casino everything is fine with casino , you make deposits you lose ( everything is smooth ) .

one day you win and you choose to make withdrawals, Here everything start to change , they start with KYC ( is no big deal ) you sent the documents and think it will take 1-3 days .

You reach out to help which suddenly start not to answer or give you BOT answer

after some days you receive another email saying we want details about this transaction or that transactions which is not related to them at all they start to ask about your work or even foot size anything to keep the process going in hope you continue to play to lose all your winning .

if you are smart like me and reach out to help and ask them to put wage limit or time limit on your account to make sure you don’t lose your winning , they will close the account and claim " it’s under process and you need to wait until they found anything they can claim so they don’t pay .

let me be very clear after more than 15 years playing online casinos

there is casinos who pay and casinos will do anything not to pay

this one is differently is the the second , they will abuse the KYC process ( which is important step and I support it ) to not pay and accuse players of anything they can think off and then use crappy T&C line to defend them self .

stay away from this casino it’s pure scam even if they pay my money I will know they try to steal it .

Dear Grande2020,

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.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Do I understand correctly that you currently don't have access to your casino 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,

Kristina

Hi

Thank you for the reply…

I agree KYC is an important step and it should be done, but abusing the process and using it to hold payments and ask for unnecessary documentation is the problem Here.

I provide all the documents needed

• Full bank statement .
• work contract.
• shares agreement .
• Tax report from skattvarket .

they took some days and came back asking for 4 transactions on my bank statements and my work payment slip of last month

• one from a watch I sold to a friend which have a description on the statement mentioning it’s Rolex GMT II
• one from casino win of 10,000 $
• one from Tax authority

i provide them with the information and copy of my payment slip .

they come bank demanding supporting documents for the watch sale , other bank statement where I receive my work salary and prove of the casino winning .

now can someone tell me what kind of document is out there you use to prove you sold a watch to your friend 😂.

the other documents I provide even with the fact I have NDA on place which stopping me of sharing some of these of documents which I strongly believe at this point it goes beyond the scoop of work of a legit KYC.

now the important questions is why they do so ..

I believe this practice is common these days where casinos are trying hard to keep winnings on hope players gamble away their winnings so they will do anything possible to keep the money .

now the ugly part about this casino is when I reach out to the customer support asking to put wage limit and time limit to make sure I don’t gamble away my winning they close my account without my consent.

Right now I am waiting for the answer from the casino but I also looking escalate the matter legally if the malicious KYC continues.

I did nothing wrong and I have nothing to hide . I win fair and square I don’t use bonus I verified my self using bank ID , all my money source is known and from respectable Swedish bank .

i been playing for years and I win millions and I lose millions so this 40,000 USD withdrawals is not something new for me , but the way the casino is handling the situation is very frustrating.

I want to make people get notice about this practice so they choose wisely.

I have 4 other casinos with Swedish license , where I make withdrawals using Trustly and the money be in my accounts in seconds .

So in this day and age you have many good option so my my advice stay away from casino which don’t pay or try to make you loose your winning .

Thank you very much for your reply, Grande2020. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi

i sent all the related documents to your email .

Thank you ….

right now it’s 2 weeks and still no answer from them .

Today and after I managed the last days to increase the winning to 500,000 SEK ( 50,000 €) they close my account until it’s verified ( which at this point I know they will claim something stupid ) .

I think they will try everything to not pay and luckily for me I submit all the documents they asked and much more .

the thing I will not forgive is the panic attack I got after finding out they closed my account and the stress I went into the last 2 weeks .

Where you think are they going to scam me ???

this is by far the worst casino experience , to be honest this is one of the worst experience as customer of anything .

the way they behave like I am criminal or they found out something on the KYC which of course not the case.

gambling by it’s nature have a lot of emotion attach to it but the emotion those guys put me through make me feel sick ( especially breaking the trust ) .

i just want to add a picture of my balance before they close my account .

500,000 SEK .

also I found out that the casino Swedish licence end up this month which make me more worried , That’s why I would appreciate if the matter is prioritise from the Guru team because the casino might stop operation or declare bankruptcy, sorry but after what they did and the way they are not answering emails or request I start to be paranoid from them .

Today I made a call to Swedish Police and I made a report regarding the case. It's been 2 weeks since I wrote an official complaint to them, which they failed to answer even though their own T&C says that official complaints get replies within 10 days.

I lost all patience, and the way they behaved with me made me lose my mind.

I lost hope that I will get my money, and the only option I have is to escalate the matter on all fronts, I will reach out to the law firm this Monday, and I will make sure I share my experience on each site and promote their website.

They think they can steal 50,000 dollars, and people will be quiet.

Thank you very much Grande2020 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.

Betina Casino

On Wednesday, March 30, 2022, I signed up for your casino and opened an account using BankID identification. Since then, I have made many deposits and played at your casino without any problems.

On October 24, I requested a withdrawal, which, for some technical reasons, I wasn't able to make, so I reached out to customer support, who told me I needed to provide some documents for KYC. 

On the same day, I provide the documents needed.

On October 27, I submitted an official complaint to your casino, which highlighted my demands and requests based on your T&C and clarified what I thought went wrong and the aspects of my complaints.

Since then, no reply or acknowledgment of my complaint has been sent to me from your casino.

For more than 2 weeks I tried my best to reach out to the casino and be able to receive my withdrawals (over 500,000 SEK )  but all my attempts failed, which caused me to be so stressed and affected my well-being.

As of the date of this letter, I had yet to receive any response from your casino or any explanations of why I don't have access to my account or my funds.

I have read the casino T&C thoroughly, and unfortunately, I couldn't find any clause or paragraph that gives your casino such a right to not communicate and ignore my emails and requests for information.

Your failure to settle the situation or engage with us is very concerning, which is why we require an immediate answer. You have three days to make adequate arrangements and contact us, and you can pay the sum on our account ( 500343 SEK ). Failure to do so will prompt us to seek counsel and pursue legal action against the casino. This will also result in the casino's being liable for legal fees and costs in addition to the amount above.

Yours sincerely

Hello Grande2020,

I will assist you with the complaint from now on. I went over the details of the case and read the submitted evidence and your emails you sent me and I will do my best to help you.

First I would like to ask the representatives of Betinia Casino to join the discussion in order to aid us resolve the case.

Betinia Casino,

Could you explain what is the status of the verification of Grande2020's account? Could you explain if submitted documents are satisfactory?

I receive this from them today ….

Dear Customer,

We would like to inform you that your account did not pass the verification procedure on our Project and has now been closed without the right to reopen.

Here at Betinia, we continuously strive to offer a fair, fun and secure environment for online gambling. As such, we have procedures in place to ensure we verify account information in line with our legal obligations under EU and Swedish law. We also facilitate and support channels for customers to take their complaints further both internally within our organisation and externally via a dedicated complaints body, such as ARN. We understand you have proceeded to take your complaint further via channels available to you, and we will await such contacts to cooperate and respond to any such authority that contacts us.

Best Wishes,

Betinia.SE

Good day,

Thank you for reaching out.

We are currently reviewing all the details of the customer's dispute. Due to the complexity of the case it takes longer than expected. We will get back to you as soon as there is an update.

We apologize for the delay and thank you in advance for your patience.

Sincerely,

Betinia Casino SE

Hi

There is no " complexity" here , There is a casino who refuse to pay people their winning and using terms such as " money laundering " as reason to abuse KYC and closing people accounts .

Just make simple search on sites like trustpilot where people are sharing their experience with the casino .

This will go to court 100% and I know for sure I will win as the casino know very good I am who I say I am 100% and SEB bank statement and tax authority document is more than enough to full-fill any KYC needs . I verify my self using Bank ID so talking about Verification demands will be pointless in courts .

The only real fact here that this casino is not paying people their winnings and look actively for any reason to say it’s part of regulations and KYC .

I am ready to pay for full financial audit on my bank account and give the police full access to see if I did anything wrong …

so my note to the casino if you think you can use this "crap " about KYC regulation as shield trust me it will not take any judge and court 5 minutes to know how full of crap this reason is ….

The best advice I can give " pay the players their money and act like decent casino " .

Thanks for the reply to both parties.

Betinia Casino SE,

Could you be more specific? Would you be able to describe the problem to me at tomas@casino.guru and give us an estimate of how long do you need to conclude the investigation?

I Personally reach out to the Finansinspektionen ( financial inspection ) to make compliant about the casino since they acting like all this because of regulations about money laundering

this is the reply I got .

I have nothing to hide and I will be looking to prepare a full financial audit to be prepared for the court .

using regulations as way to steal people money will not stand on court . The casino is thinking abuse regulations and believe he can claim he enforce these restrictions but the reality is these regulations don’t give the casino such right .

so the question is

since you don’t want to even say you confiscate the money did you notify the Finansinspektionens ?

Did you give the money to the authorities? Or you take the money from the slot providers and keep it on your account ?

Trust me Betinia this will end up very very bad to you .

Dear XXXX,

Betinia is not a company under Finansinspektionens supervision. You should instead turn to the Swedish Gambling Authority with your complaint of the company.https://www.spelinspektionen.se/en/www.spelinspektionen.se

Best regards,

Finansinspektionen 

____________________________________________________________

Finansinspektionen

Box 7821, SE-103 97 Stockholm, Sweden

Brunnsgatan 3

Tel +46 8 408 980 00

Fax +46 8 24 13 35

www.fi.se

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good day,

Thank you for your patience.

We confirm that the customer’s account was permanently blocked as it did not pass the verification procedure. The decision was made based on applicable Terms and Conditions. Please let us know where we may forward the evidence supporting our decision.

Thank you in advance.

Sincerely,

BetiniaSE

Hello all,

Dear Betinia Casino SE team,

please forward the supporting evidence to tomas@casino.guru

Dear Betinia team,

I haven't received any follow-up for my reply. Please, provide evidence of your claims to my email tomas@casino.guru Much appreciated!

Good day, 

We would like to apologize for the delay and kindly request another extension. The management is reviewing the case and we should get back with the reply soon.

We thank you for your patience and cooperation.

Sincerely,

Betinia.SE

Hi

I hope the casino come to their senses and understand they should pay .

I shared already with them my own bank KYC which shows without doubt that there is nothing wrong with my SEB account or the source of fund and I hope they will understand that claiming confiscating the 50,000$ win because of money laundry regulations will not stand since my small deposits and my betting is far from any money laundering activity and anyone with understanding on the matter will know how ridiculous These claims are .

the only thing resulting from what the casino is doing on me on the last 2 months is damaging me mentally and financially and it’s effects the casino reputation since it’s shows clearly the practice of abusing KYC to withhold wins .

I understand your frustration, Grande2020.

We'll keep an eye on this case while the casino investigates. I'll set the timer to 7 days with the hope the casino will reply and provides an explanation.

Thank you for your understanding.

Dear Tomas,

We apologize for the delay. We replied to your latest email.

Sincerely,

Betinia.SE

Hi Thomas

based on the casino actions and the systematic delay in reply’s and play against time , I choose to escalate the matter legally, both ARN involved and I hired lawyer to sue the casino , I will update you as soon there is will be a judgement on the matter.

Thank you for the help but obviously from other players experiences and complaints that we will go now where without a legal action since it’s very obvious that this casino have long history of abusing KYC and refusing to pay winning .

Thank you

Hello all,

I apologize for the late reply.

Grande2020,

Thanks for sharing the documents regarding how the case progressed.

Based on the allegations and the documents provided, we can't reach any conclusion. Since the Betinia Casino team is not able to provide us with any evidence of their claims for security reasons we would advise you to contact the casino's ADR as the next step.

Since that is exactly what you did, we will now close the complaint temporarily as 'waiting for regulator decision'.

Please let us know if they reach any conclusions by sending an email to tomas@casino.guru

Best regards,

Tomas

Casino.Guru

Dear Grande2020,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at tomas@casino.guru 

On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Tomas

The case is in going , there is yet another case with ARN , the first case made able to recover all the deposit ( which is around 70000 SEK ) which the casino refused to give earlier the ruling .

the second case is ingoing to recover the winning .

Again I warn the player of this casino .

Thanks for your swift response.

Kindly forward me the ARN's response to my email. I'll await your message.

Dear Grande2020,

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.

Regrettably, we have not received the ruling of the alternative dispute service from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Authority's (ARN) verdict. Until then, we appreciate your understanding.