BetPlays Casino - Player's withdrawal is delayed due to document rejection.

Betplays is a company that does not accept ALL documents for address verification, I sent a Physical Electricity Bill for verification, they rejected it for no reason and asked for another PDF version of the bill (utility bill or bank statement)

I have generated an original bank statement from my bank account but this too is rejected for no reason, documents are 100% original and accepted in all other casinos, services and expert vetting sites, e.g. Onifido etc.

Casino.Guru, I will gladly provide you with the documents so that you can check their authenticity and find one reason why betplays rejects it.

my withdraw is stuck and it is not possible to withdraw because Betplays has found a new way in the industry to reject all documents without giving a reason, even though the documents meet the conditions and are accepted in professional companies for KYC.

I agree to check the documents with professional KYC companies Sumsub, Onifido or similar, because I am sure that the KYC employee at betplays is not a professional person by rejecting the original document.

The funds in my account come from real money, I have never used the bonuses on the Betplays website.

Dear DarioSwist,

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.

Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay?  How many days ago you have requested a withdrawal and apply for account verification?

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,

Petronela

first i sent documents id card + selfie + electricity bill 09.08.2023, they rejected the electricity bill and demanded a pdf account statement as proof of address, yesterday i sent a pdf from my bank account and these scammers wrote back saying they are rejecting it because it doesn't meet the security department requirements (I don't believe there is such a thing as a security department in betplays)

real professional document verification companies accept these documents and some weird shady little casino rejects them on a whim, I will repeat again the documents are original and I would gladly hand them over to companies that verify the documents jak np onfido etc and I am 100% sure they will be accepted.

they rejected this bank statement and they want another document in PDF but I don't have another account and bank account, I sent 2 receipts which are more than enough to verify the address.

Thank you very much, DarioSwist, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, DarioSwist!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

We have decided to set a timer for one more week, as it seems like we are establishing the contact with the casino.

Hello BetPlayer,

Could you please let us know your Account ID in order for our team to examine more your case.

Thank you for your feedback.

Kindly,

Betplays Team

The customer registered on our website on 08/02/2023. Since then, he has deposited a total of 100.00 EUR and has a balance of 221.20 EUR.

After carefully reviewing the customer's account activity and the provided documentation we can confirm that the provided Proof of Address documents cannot pass our verification procedure. Both POA documents he provided have been modified and we can provide you with evidence of this. Once the customer sends us the original downloaded PDF format Proof of Address document (Utility Bill or Bank Statement issued in the last 3 months), we will release his Withdrawal.

We take KYC very seriously and cannot compromise on this. We take no risk when we have doubts about the authenticity of a document.

Thank you for your response, Betplays Team!

Please, send proofs to my e-mail: pavel.k@casino.guru.

Hello ,

Everything has already been sent in your email.

Let us know for any inconvenience.

Kindly,

BetPlays Team

Thank you for your response, BetPlays Team!

DarioSwist, could you, please, send all documents that you have submitted for the verification to my e-mail: pavel.k@casino.guru as well?

Dear DarioSwist,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.