The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
BetItAll Casino - Player’s struggling to complete the account verification.
Amount: €2,000
BetItAll Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello dear guru team,
100 euros deposited bonus played through and 2000 real money balance won in the account, with bitcoins extra deposited so that I can withdraw this way. But the payout is constantly interrupted because allegedly the documents are missing. I registered at the casino a long time ago, but now I live at the casino the other street in the same city .. For days I have been asking the casino to change my old street to the new one so that I can send the documents such as confirmation of residence .. The support does not answer and does not change my address .. the payout is constantly canceled only with this Information:
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Hello Alexander,
Your request for revocation has been rejected.
Status: Failed
Amount: EUR 2000.00
Fee: EUR 0.00
You can request a new payout as you wish.
If you have any questions about this transaction, please contact customer support.
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I do not get more information on my email when I ask why my address is not changed, what kind of documents are needed and whether that is at all I do not get any feedback. Please contact the betitall.com casino and ask.
Thanks in advance
Automatic translation:
Public
Public
2 years ago
Dear Tuscani090283,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying your new address seems to be the only obstacle standing between you and your winnings? Was your account previously verified while having the old address? Could you please forward any relevant communication 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
Public
Public
2 years ago
Translation
Hello,
betitall.com transferred the money, everything went well.
THANKS.
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Tuscani090283, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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