The player from Greece had submitted all required documents for verification and received confirmation that he was fully verified. However, when he attempted to withdraw, the casino claimed he was not verified and requested additional documents. After extensive communication and effort on his part, the issue was resolved, and his winnings were credited to his account. The complaint was marked as 'resolved' in the system.
Betovo Casino - Player's withdrawal is delayed due to verification issues.
Amount: €200
Betovo Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
I have sent all my papers, I talk to them in the chat and they tell me that I am fully verified and when it comes time to pay me they say you are not verified and we need more papers, while they said that I am fine and I can proceed with the withdrawal.
Automatic translation:
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1 month ago
Hello n41920180,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betovo 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
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1 month ago
Translation
I have sent all the papers and they have all been approved.
Automatic translation:
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1 month ago
Translation
I have sent all the papers and they have all been approved on 2/2/2025 and they told me that my account is fully verified and I can make a withdrawal without any issues and on Thursday when they were supposed to pay me they canceled my withdrawal and asked me that they also want a selfie with my driver's license while I kept asking if everything is okay and I got the answer that everything is fine
Automatic translation:
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1 month ago
Dear n41920180,
Please keep in mind that once your account is verified, it may take up to 14 days for the withdrawal to be processed.
In the meantime, could you kindly forward any communication between you and the casino related to this case to nikolas.b@casino.guru for further review?
Looking forward to your response.
Best regards,
Nick
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1 month ago
Dear n41920180,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Translation
Sorry for the delay, yes the money has been credited after a lot of effort on my part.
Automatic translation:
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1 month ago
Dear n41920180,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
