BetPlays Casino - Player’s winnings are delayed due to verification issues.

Hello

It is already 3 months that I am unable to receive my winnings from Betplays casino. They keep declining my proof of address documents (4 in total declined). Yesterday I have sent a PDF from my bank (exactly what they asked for) and it was not accepted by the casino again. Now I am in despair! I would like to send my PDF file to Casino guru representative and ask him what is wrong with the document that the casino refuses to accept it? I really need your help with this one since casino, it seems, does not want to pay me and uses address verification as a pretext for it.

Thank you

Dear nikowein1980, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Is the proof of address the only document that gets declined by the casino? Have you received any explanation as to why the PDF file was declined?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Hello Veronika and thank you for reply.

So here is the list of documents I sent to casino: ID front and back (accepted by casino), selfie with ID (accepted by casino), electricity bill photo JPEG (rejected by casino, asking only in PDF, I don't have it in PDF as I got it by post only), then I provided them with PDF of my bank statement and it also was rejected without any explaining.

All those documents were sent about month ago. All those documents are in correct format, all information as my full name and address are visible.

Now yesterday Nov.2, I sent them another PDF bank statement and got this answer:

"The provided document cannot pass our verification. Please, upload new clear copy of the following document:

Proof of Address (Utility Bill or Bank Statement issued in the last 3 months) in PDF format as a reply to this email

If you did NOT submit this request or if you require assistance, please contact our customer service team with any questions or concerns, 24 hours a day, seven days a week."

Proof of address is the only documents rejected by the casino.No any explaining. It looks very weird. I am desperate. Please help.

All best

Nikolai

Thank you very much, nikowein1980, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Veronika. Thank you.

Hi nikowein1980,

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

Dear BetPlays Casino, 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? Would you please specify why the player's Bank Statement in the PDF provided as proof of address was rejected?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello. Thank you for help.

The customer registered on our website on 01/08/2023. The customer provided an ID which was approved by our KYC Department. Subsequently, the customer submitted a proof of address document, which was rejected. The customer was then requested to provide Proof of Address (Utility Bill or Bank Statement issued in the last 3 months) in PDF format.

However, the provided Bank Statement in PDF format was carefully reviewed by our KYC department and deemed unreliable. We required the customer to provide the originally downloaded Proof of Address document (Utility Bill or Bank Statement issued in the last 3 months) in PDF format for thorough verification.

Hello dear BetPlays Casino representative.

Finally, you decided to respond after exhausting the maximum available waiting period (add to it 3 months I cannot get my winnings from your casino). The last document I provided is an originally downloaded Bank PDF file, which is a history of transactions for the month of October, in which my current address is visible. Please specify what exactly deem to you unreliable in my last Bank PDF document? (I have sent a copy of it to Casino Guru).

Dear BetPlays Casino, thank you for the reply, however, we'd like to ask you for an explanation of what is exactly meant by evaluating the player's bank statement as "unreliable". You can send an email to my address at natalia.b@casino.guru to share more details. Thank you.

Hello, we have already send the explanation.

Please review it.

Dear nikowein1980, would you please try to send the requested document to the casino again? Please, make sure that this will be an original document without any editions made in other apps and/or not opened and saved via additional programs.

Hello. I just sent my original bank PDF showing my name and current address to BetPlays again. Also I sent this PDF to your email natalia.b@casino.guru from my email [hidden by Casino Guru].

Best regards.

Dear nikowein1980, we have received the following email from the casino representative:

The customer provided a Proof of Address document in PDF format, which has been approved by our Security Team.

The customer is now fully verified and the withdrawal has been processed.

Would you please inform us as soon as you receive the payment? I hope it won't take a long time until the funds reach you, however, there may be some delays. Please, keep us updated.

Hello.

My winnings were paid.

Thank you very much Natalia and Casino.Guru team for helping me resolve this issue.

All best.

Dear nikowein1980,

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

Casino.Guru