Betinia Casino SE - Player’s withdrawal has been delayed.

I have also problems with the site about the verification of my address.

They claim it’s because of money laundering.

They sent me a list of documents which are acceptable for them but the funny part is every time I send the documents thats within the list they send me the list back without the document that I just sent in the list now.

I mean in Sweden we have a tax office which gives you a personbevis to verify your address.

This document was in the first list I got as acceptable documents. Once I send it they send me back a new list without this document in it.

So i sent them another document that was in the list, what did they do? They sent me a new list without the document that I just sent them.

For me, the only one here, laundering money is them.

Dear Aws24,

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.

Do I understand correctly that a missing Proof of Address and a picture of your old card seem to be the only obstacles standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

hi Petronela

Thank you for responding. Honestly this my first time gambling and winning. So maybe this is why I never tried this process before.

my address only issue left to solve.

they sent me a list of documents you could use for verifying an address. So I sent one, they sent me back that the document sent not acceptable even if it stated on the list it was ok. They sent me the list again but this time without the document I just sent in.

I tried agin to send another document which was on the list they sent, again this document was not acceptable and they sent a new list were the document I sent no longer was on.

3 - 4 times this process I send and they send back new list.

now we’re stuck on bills they want are the ones in my wife’s name. I’ve sent them bank laon on my house with my address on it. Taxe office verification from 2 countries but they need to verify my address by bills in my wife’s name.

I’ve sent them 3 times on this issue how we can solve this only for them to send me same list or simply don’t answer.

Dear Aws24,

Could you please clarify why the casino needs information about your wife? Does she have an account in this casino too?

Hi

No they don’t need information on my wife, they want bills that are in my wife’s name, this is the problem which I’m trying to tell them. Water Electricity and Internet all in my wife’s name.

so this won’t verify my address. All the documents I have with my name and address are not accepted even if it was on the list of documents they could use to verify my address.

All the documents that I’m telling them are in my wife’s name seemingly only documents that can verify my address.

Very confusing as a customer this process

There asking for wages and rent too. To this I sent them bank loan on my house to prove I don’t pay rent since I’m the owner, and wages I don’t get since I own my own company abroad. Malmö is half an hour from Denmark so leaving here in Sweden an having a company in Denmark very normal.

I sent them taxe office papers from Denmark to prove that too.

but they still want wages or rent too.

.

Thank you very much, Aws24, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hello Aws24,

I will assist you with the complaint from now on. I think I understand the situation and I'll do my best to help you.

I've read from the email in which you submitted to us the list of documents that are acceptable to the casino, and I would like to ask you to describe the kind of documents you provided to them during the verification process.

Were these documents in the correct format, with your name visible and not older than 3 months?

In the meantime, I'll contact the casino and ask for their assistance in the case.

Please let me know. Much appreciated!

Hi Tomas

Yes readable and right format, it clearly stated in the list of acceptable documents that those documents were acceptable.

they said that a water bill would cover for the verification. I got the water company to add my name on the newest water bill and I sent it in to be verified. This last week and of course no response yet. This process started 1/11/22 and still going…

Betinia Casino SE,

would you be able to assist with the case? Has Aws24 provided you with documents that prove his address to you? Will these documents be accepted?

Good day,

Thank you for reaching out.

First of all, we would like to thank the customer for the cooperation during the verification procedure. We are doing our best to get back with our feedback in a timely manner.

We confirm that we received the recently requested document today and the relevant department is currently reviewing the details. Once the review is completed, we will provide the customer with the update on the status of his account verification. 

We appreciate your patience. Please feel free to contact us if you have any questions in the meantime.

Sincerely,

Betinia.SE

Hello all,

Thanks for the explanation of the situation to the Betinia Casino SE team,

Aws24,

let us know about the result of the review, once you'll receive confirmation from the casino. Much appreciated!

They asked for a bit more information about me and more documents.

I’ve sent in the information now waiting to see if this is all…

Thanks for the update, Aws24.

Keep us informed about the result and if you need any assistance, please let us know.

I got a response but it was only to inform me they are still looking at my case.

That doesn’t really help…

Dear Aws24,

Was there any progress with the verification process? Have your documents been verified? Were you able to request a withdrawal yet?

Thank you all for helping.

Sorry we have had loss in the family so been busy and morning.

Yes I got my withdrawal so finally I can move on.

much appreciated all your guidance and help.

have a very nice day and merry Christmas and happy new year.

Dear Aws24,

I am sorry for your loss, but 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 issues with any online casino in the future. We are here to help.

Peaceful Christmas,

Tomas

Casino.Guru