BetNFlix Casino - Player is struggling to complete the account verification.

I won CAD 500. The casino keep asking for more and more documents for my deposit. I can't send them more, cause they got all what is possible to send from my Skrill account. Been waiting more than 30 minutes in line for a chat-agent, then i gave up.

Please helt me, this is frustrating.

Dear Ma1969,

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 the payment method seems to be the only obstacle 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

Thank you. As far as I read it, I guess the only issue is the funds on my Skrill account. The casino wants documentation for the funds that I used. I send you the same list of transactions from my account as I send to the casino.

Thank you for sharing all the required details, Ma1969. Your complaint will be forwarded to my colleague Natalia (natalia.b@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hi Ma1969,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your payment method. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear BetNFlixCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please explain why the documents provided by the player are not sufficient?

If you would like to share any supporting evidence, please don't hesitate to send it to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

Hi,

out of a clear sky I got a mail, my documents was approved, and today, 3 days later, I received my winnings! I’m happy. Thanks for helping me.

Dear Ma1969,

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,

Natalia