BetItAll Casino - Player’s account has been blocked.

I registered at the casino bet it all, made a deposit with Litecoin, won, put 1054 euros on withdrawal.

I asked what documents are needed for verification besides the passport. They answered that they still need a registration. Well, OK. I sent a passport and residence permit

Next comes a letter:

Good afternoon Valery,

Thank you for the documents provided.

Your identity has been successfully verified.

Unfortunately, we were unable to verify your place of residence. In the documents sent by you, and in your profile, the addresses are different.

Due to the inability to verify your account, your account is blocked, your winnings are confiscated. Your last deposit will be returned to your specified payment system address.

I'm shocked, I think what kind of nonsense, nothing should be different, everything should be right. Asked them they answered-

Good afternoon Valery,

You did not indicate the full address in your profile, that is, you did not indicate the street, house number and apartment, therefore it is not possible to verify your address.

According to the terms of the Terms and Conditions:

3.4 If you provide incorrect personal data, we will not be able to fully verify your account. If you notice that during the registration process you provided incorrect personal data, please contact us immediately without replenishing your account.

3.4.2. If our security department is unable to fully verify a client's account and has reasonable suspicions that a fraudulent activity is involved in the game, the client's winnings may be canceled and the account blocked.

That is, imagine, for the fact that the street and house number are not indicated (there is no apartment number according to registration), they simply confiscate money !!!!!!!! It is difficult to come up with a more impudent way to steal the winnings. That is, I am ready to provide them with any documents, talk by phone, video communication, but they do not want to listen. In addition, I'm not sure that I even forgot to add the street and house numbers, it is quite possible that they came up with it all themselves.

Sheer chaos, not a casino, but scammers, moreover, arrogant

Dear ValeryK1,

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 discrepancies in your address seem to be the only obstacles standing between you and your winnings? Have you saved a screenshot of your casino profile? If yes, please forward it to petronela.k@casino.guru.

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

Unfortunately, I have not saved a screenshot of my profile. With their answers, I sent you an email

Yes, you are right, an unfinished address, an unspecified street and house number became the reason for the confiscation of the balance !!!!

They don't want any documents from me anymore, they just stole money and that's it, they are silent

Thank you very much, ValeryK1, for the forwarded email. Could you please describe the differences between both addresses in more detail? Have you submitted a completely different home address when registering your casino account from the one that is displayed on your submitted personal document?

As far as I remember, I indicated my address at the place of registration, but I just did not add the street and house

Everything

In any case, I am convinced that these disagreements could be easily settled, and not confiscated the winnings

Thank you for your reply. Please understand that you have entered false (or incorrect) personal details when opening an account. This is strictly forbidden and considered as breaching terms and conditions which you have accepted when registering. I would strongly recommend checking all your personal details before placing any deposits.

I'm truly sorry but we are not in a position to help you. Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

I didn’t enter false data, I just didn’t add something. In any case, I can confirm my address in any way, go through any verification, including video verification

Do you think that a person who simply did not indicate his house and street should lose his winnings?

I do apologize but in the majority of casinos if you enter incomplete or incorrect information you have to fix it as soon as you realize it. Have you tried contacting the casino to correct your personal data before the casino initiated the verification?

Unfortunately, I didn’t notice that I didn’t add the address.

I found out about this only after the confiscation of the winnings

I have created an account and while completing my personal information it didn't allow me to save it without "Address" info. It means that it couldn't be blank. Have you completed your profile? Could you please forward a screenshot of it? Thank you very much in advance.

I would love to take a screenshot of you, but I can't do it because the account is blocked

I suppose this information can be asked from the casino.

Understand my position, I think that a small mistake in the address is not a reason to steal money from a player

Thank you very much, ValeryK1, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear ValeryK1,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.

I would like to invite BetItAll Casino to join this conversation.

Dear BetItAll Casino,

Can you please clarify the situation and explain your standpoint? Any relevant evidence can be forwarded to andrej.p@casino.guru.

Hello. 

The player Fclma@yandex.ru is registered in our project 2021-05-16. The player made a deposit of 198.39 EUR in Litecoin cryptocurrency under the Welcome bonus of 100% and won 1054 eur.

After the withdrawal request, the security department requested a standard KYC verification procedure. After receiving the necessary documents, we noticed that the address in the player’s profile is incorrect. Only the city and the region are stated in the profile but do not include the street address or the house number. Due to this, we could not verify the player’s account and he was denied the services of our project.

Terms and Conditions:

3.3. The Customer has to fill out a registration form in order to open an account at Bet it All. The Customer ensures that the information provided is correct, complete, and up to date. Bet it All conducts verification procedures on its Customers. Hereby we inform you that if Bet it All shall suspect that any of the information is misleading, false, incomplete, or compromised in any way, Bet it All reserves the right to impose restrictions on your account. It is the Customers responsibility to update the information via the "My Details" tab if such information changes.

3.4. If you will provide incorrect or incomplete personal details (e.g. name, surname, date of birth, phone number, or address), we won’t be able to verify your account fully. Our Security Department may fix three-letter errors in your name/surname only if it’s not the first or last letter of it. In case of mistakes in the date of birth, our Security Department may change only one digit. If you noticed that you had provided incorrect or incomplete personal details during the registration process, please contact us immediately, without depositing.

3.4.2. If our security department can’t fully verify clients' account and/or have reasonable suspicions that fraudulent activity is at play, clients' winnings can be voided and account blocked.

KYC is a very important and necessary process in which casinos make sure the money is sent to the rightful owner. We are a licensed casino and we cannot ignore such a clear violation.

Due to the impossibility of account verification, the player’s account was blocked, his winnings confiscated and his deposit of 198.39 EUR was returned to the specified cryptocurrency address.

Correspondence and a screenshot of the player's account were sent to the e-mail specified by manager Andrei.

Thank you, BetItAll Casino team, for the reply and for providing the evidence.

Considering ValeryK1’s claim and the likelihood that the missing address/incorrectly filled 'Address' field in their profile was caused by an honest mistake, is there a chance that the decision to confiscate their winnings would be reconsidered?

Hello Team, 

We allow players to register without filling out all the profile details, however, they must be filled out before playing. Players have an option to correctly enter their details once, after which the profile details can only be changed through the request to the security department. 

We believe it is not a good practice to be able to alter profile details more than once, this would compromise the verification process. 

The player deliberately did not enter his complete address in his profile, the street address and house number are not stated. Due to this, his account information cannot be verified because it is incomplete. 

Consequently, the player’s account was blocked, his winnings confiscated and his deposit returned to his specified cryptocurrency address.

Why do you think that I deliberately left out the address? What is my benefit from this? I do not have duplicate accounts, my relatives did not play in the casino. An unfinished address is a formal reason not to pay me my winnings, no decent casino would do this.

I ask the site to downgrade the casino rating for such a brazen theft

Thank you, BetItAll Casino team, ValeryK1, for your replies.

Dear casino team,

Can you please advise what advantage did ValeryK1 gain or could have gained by not specifying his complete address (regardless of whether this was done intentionally or not)? Would he be allowed to deposit and play in case he had not filled out the additional information (including the address) at all? If the answer is yes, what would happen in a situation where a player would create an account, make a deposit, wager it, get lucky, win, and create a withdrawal request, all within 5 minutes from registering an account, before they would even think about adding the information they were not asked to enter during the registration? Would their winnings be also confiscated just because of the missing information in their profile?

In this case, the player did not provide any incorrect information, just an incomplete address. The player’s identity can be determined sufficiently based on their name, surname, and date of birth, all of which were entered correctly.

We believe the player should be allowed to amend the missing information and withdraw his winnings after passing the verification process.

Hello Team,

A scheme was sent to the mailing address "andrej.p@casino.guru" for the advantage of not filling out address data. 

As an online casino, we have no way of physically seeing player's documents in person, we must conduct a standard KYC procedure that requires the player to provide his documents so we can validate their integrity and compare the information on the documents to the information in the player's profile to make sure that the player truthfully completed.

One of these documents is the player's proof of residence. 

Like most other casinos, we have bonus offers which are available per person, one phone number, address, shared PC, and IP address which is clearly stated in our terms and conditions: 

6.5. Bonuses can only be received once by the one and only person (client), one phone number, address, shared PC, and IP address.

In order to enforce these rules, address verification is an absolutely necessary procedure to make sure bonuses are received once per household.

Now to answer the question of whether or not the player would be allowed to deposit and play with an incomplete profile. As mentioned previously in this thread, the player cannot play with an incomplete profile.

This functionality can easily be tested on our website. After registering and making a deposit, if the player tries to enter any game to make bets on real funds, a modal window will pop up requesting the player to fill out his profile details which include the address.

In this situation, the player did not enter his house number and apartment number, which are crucial to validating proof of residence. Any other institution which requests proof of address electronically would not accept this mistake. 

Hopefully, this clarifies the situation once again.

Thank you, BetItAll Casino team, for clarifying. Since the only reason for your decision, in this case, is a suspicion that ValeryK1’s intentions are in breach of rule 6.5., could you please advise if there is at least one other user profile where this information was filled out in a similar way as in valeryK1's user profile?

You have misunderstood our position. We gave paragraph 6.5 as an example of possible consequences in response to your previous question. 

The player is blocked only and exclusively for violation of paragraphs 3.3, 3.4.

Terms and Conditions:

3.3. The Customer has to fill out a registration form in order to open an account at Bet it All. The Customer ensures that the information provided is correct, complete, and up to date. Bet it All conducts verification procedures on its Customers. Hereby we inform you that if Bet it All shall suspect that any of the information is misleading, false, incomplete, or compromised in any way, Bet it All reserves the right to impose restrictions to your account. It is the Customers responsibility to update the information via the "My Details" tab if such information changes.

3.4. If you will provide incorrect or incomplete personal details (e.g. name, surname, date of birth, phone number, or address), we won’t be able to verify your account fully. Our Security Department may fix three-letter errors in your name/surname only if it’s not the first or last letter of it. In case of mistakes in the date of birth, our Security Department may change only one digit. If you noticed that you had provided incorrect or incomplete personal details during the registration process, please contact us immediately, without depositing.

The rule of 3.4.2 was applied for a violation of paragraphs 3.3 and 3.4.

3.4.2. If our security department can’t fully verify the client's account and/or have reasonable suspicions that fraudulent activity is at play, clients' winnings can be voided and the account blocked.

When registering, it is mandatory to confirm that you have read and agreed to our Terms and Conditions.

By registering, the player has confirmed that he has read and agreed to our Terms and Conditions.

Even if the player did not do it on purpose, it does not change the fact that there was a serious violation of the filling profile. This is unacceptable. We take KYC verification very seriously and we have no right to turn a blind eye to such moments, even as an exception.

The player was refunded his deposit, his account was blocked due to the impossibility of verification. 

Thank you, BetItAll Casino team, for the reply.

We believe that the fact that ValeryK1 did not fill out the ‘Address’ field correctly alone is not a sufficient reason to confiscate winnings in this case as verifying the player’s identity based on other details would not be an issue (namely first name, surname, and date of birth). We also believe that this situation could have been easily avoided if players had been required to specify the street and house number separately, or if it had been otherwise made clear which address information was required.

That being said, in case there is no other reason for a suspicion that ValeryK1 was trying to abuse the system (as described in your e-mail), we believe that they should be paid.

To avoid situations like this one in the future, we recommend requiring players to specify their street and house number in two separate fields.

The answer was sent to the manager Andrej.

Thank you, BetItAll Casino team, for the e-mail.

Dear ValeryK1,

Could you please confirm that you’ve received an e-mail from the casino with further instructions regarding additional verification?

Yes, I received the letter. How to successfully pass the verification, unsubscribe

Hi Team.

The player was successfully verified and his winnings were paid to the cryptocurrency address he specified.

Thank you, ValeryK1, BetItAll Casino team, for the replies.

Dear ValeryK1,

Could you please let us know if the payment was successfully received?

Yes, it was verified. Payment received

Thank you, ValeryK1, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru