Betinia Casino - The player's account got closed.

I have 1000e in my account, which I can't withdraw because I can't log into my account. During the checkout process, I had to verify my email address, after which my account was closed. I immediately sent an email about it, to which I was answered the next day that my account has been closed for security reasons and that the control department will contact me soon. I sent several messages about it and always got the same answer. The matter was not opened in more detail. A week later I received a request to send documents to verify my account and I sent them. Four days after that, I received the same request in English, to which I replied that I had already sent them. I haven't received any response since then. This situation has lasted a total of two weeks.

Hello Lenninen3,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betinia Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

This verification process started two weeks ago, 19.5. That's when my account was locked.

On 28.5, I was asked for documents, which I sent on the same day, and I received an answer that they will be forwarded for review. On 30.5, I received a message in English asking me to send the same documents that I had already sent. I replied and said I had already sent them. Since then, I haven't received a reply to my messages

And I have not received an answer whether my documents have been approved or not. I have asked this by email but have not received an answer.

Thank you Lenninen3 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Lenninen3,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Betinia Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Dear all,

Thank you for reaching out.

We would like to inform you that we reviewed the documents and paid out the balance yesterday. Please accept our sincere apology for the delay.

Best regards,

Betinia.com

Dear Lenninen3,

Can you please confirm this is correct and that the matter is now resolved?

Thank you.

Kind regards,

Tomas

Hey

The matter has been resolved and the money has arrived in my account today.

Dear Lenninen3,

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,

Tomas