BetPlays Casino - Player’s struggling to complete the account verification.

casino refuses to verify the address, I sent them an electricity bill but the casino says a pdf Bill is required, unfortunately I receive my bills traditional mail so I don't have pdf bills, only in paper form accepted in every casino ( except for betplays )

Dear Zbyniu,

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 verifying your Proof of Address 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

yes i sent what they wanted id card + bill

I sent them two pictures of bills, including one electricity bill which is accepted in every gambling company.

however, it seems that betplays sets new trends in the industry and is the only company that does not accept the energy bill as proof of address.

their answer is we accept PDF only - I am amazed and wonder what about players who do not receive PDF receipts

Zbyniu, is it possible to obtain a PDF statement from the energy supplier company? Maybe if you contact them directly, they could send it to your email.

is not possible, the energy issuer sends the bill by regular mail to my home.

Thank you for sharing all the required details, Zbyniu. Your complaint will be forwarded to my colleague Branislav (branislav.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.

Hello, Zbyniu,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, could you please contact your energy provider, and try to find out if it is really not possible to issue a utility bill in electronic (PDF) form?

Now I would like to invite BetPlays Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BetPlays Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to complete the verification and withdraw his winnings?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for filing your complaint. We are sorry to hear about your problem.

Please understand that KYC is a very important and essential process and we take it very seriously.

When we have doubts about the origin of the document we are requiring the following document in PDF format:

Proof of Address (Utility Bill or Bank Statement document issued in the last 3 months)

Please note that this is a standard verification procedure and once the client provide us with the required documents, we will verify his account and release the withdrawal.

Greetings all,

I am sorry for the delay.

Thank you, BetPlays Casino team, for the explanation. What is please the difference between a .pdf and a photo of a physical document?

Dear Zbyniu,

Are you please able to provide the casino with a bank statement in accordance with the casino's instructions above?

It should be simple to generate one if you have Internet Banking. However, I recommend you provide the casino with a new bank statement if you previously provided them with some that confirm your payment method. It should be a different/new bank statement. To speed the process up and complete your verification, I am afraid it would be best to follow the casino's instructions and provide it with the documents requested.

Please, let us know if it is possible for you to send such a document to the casino, and once you do it.

Looking forward to hearing from you.

Dear Zbyniu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

First I sent a photo of the electricity bill in physical form, I can try to write to the energy supplier to send me a file in PDF format, I do not receive it by default.

I can also go to the office for confirmation of check-in (if the casino accepts it), but this is also issued in physical form.

Alright, Zbyniu,

Please, let us know once you have any updates from your energy supplier or in case you are able to provide the casino with a bank statement in accordance with their requirements.

Looking forward to hearing from you.

Dear Zbyniu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

I sent electricity bill in PDF format.

Thank you, for the update, Zbyniu.

Dear BetPlays Casino team,

Can you please check whether the player's documents have been sent correctly and already received on the casino's side? If yes, is it enough to complete his KYC? Is there anything else that needs to be done on his side to complete it or to speed the process up?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The Documents that were provided by the client were detected as forged and declined by our fraud department.

you must be crazy, why do you think the document was forged? this is bullshit, document is real.

I can provide this bill to Casino.guru if possible or anyone to check authentic document

Dear Zbyniu,

Can you please forward the document(s) in question to my email address (branislav.b@casino.guru)?

Dear Zbyniu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

I send

Dear Zbyniu,

Thank you for your email and the provided document.

How did you get that file, please? Why did you not provide the casino with a new bank statement that is possible to create/export in Internet Banking yourself?

If it was received via email, which is very likely, can you provide me with a screenshot of the complete email with a visible date and time when the email was sent to you, your (receiver's) email address, the sender's email address, the attachment (.pdf file), and the whole email body with a signature of the sender in the same screenshot?

Feel free to share it directly here, with your response, or use my email mentioned above.

Alternatively, if it is possible in your email inbox - please, send me the whole email communication with the .pdf file as a separate attachment - a separate file (.eml or .msg) attached to a new email.

Looking forward to hearing from you.

Dear Zbyniu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime, however, the information and evidence requested above will be necessary to provide.

Thank you very much, BetPlays Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru